Case Study: Marley Spoon achieves over 80% 5-star reviews and 3x subscription longevity with babelforce

Dialing Up the Human Factor Marley Spoon’s Recipe for Retention

Marley Spoon, a global meal-kit delivery service, needed a telephony solution that could scale its highly personalized, human-centric customer service approach. Their challenge was to maintain high-quality agent interactions to boost customer retention without having to expand their small, expert support team. To achieve this, they partnered with babelforce.

Using babelforce's flexible platform, Marley Spoon implemented a proactive outbound dialer and a rapid callback system. This solution automated manual processes, allowing agents to focus on personalized support. The results for Marley Spoon were significant: they achieved over 80% 5-star customer reviews, tripled subscription longevity, and increased overall profitability.

Marley Spoon

Ben Chapple

Global Head of CCI Outbound & Planning