Case Study: HelloFresh achieves 76% faster response times with Chatfuel

HelloFresh Creates Customer Service Chatbot to Slash Response Times by 76%

HelloFresh, the meal-kit delivery company, needed a faster way to manage a high volume of Facebook Messenger inquiries and reduce long customer-service wait times. Using Chatfuel, HelloFresh built Freddy, a Messenger chatbot designed to help with customer support and engagement.

With Chatfuel, HelloFresh automated routine support conversations and added features like comments autoreply, quick replies, gallery cards, and promotional campaigns. The bot helped cut average response time from five hours to one hour and 11 minutes—a 76% improvement—even as Messenger messages increased by 47%, while also freeing support agents to handle more complex issues.

HelloFresh

Alex Curtis

Senior Associate, Social Media Team