Case Study: Plated achieves drastic reductions in abandonment and hold times and boosts customer satisfaction with Genesys

Plated Delivers Exceptional Customer Experiences with a Cloud-Based Platform

Plated, a New York City meal-kit delivery startup, struggled to scale customer support after a surge in demand following a Shark Tank appearance. A disconnected phone system and Zendesk deployment left agents without fast access to customer records or real-time metrics, causing long hold times, high abandonment rates, and slow issue resolution.

Plated integrated Genesys with Zendesk, adding CX Analytics, IVR and CTI to unify workflows, automate ticket lookups and enable smarter routing and staffing. The cloud solution delivered real-time insights and screen pops for agents, resulting in an 80% decrease in abandonment, a 90% drop in hold times, a 20% increase in customer satisfaction (CSAT in the 90th percentile), faster resolutions and improved customer sentiment.

Plated

Nick Taranto

Co-Founder and Co-CEO