Case Study: Good Eggs reduces average handle time by 40% with Kodif

Good Eggs reduces Average Handle Time by 40% increasing productivity of their support team using Kodif's low-code CX platform.

Good Eggs, a grocery delivery service, faced a significant challenge with its customer support efficiency. Agents were spending over 15 minutes per ticket manually searching across multiple external systems to process requests like refunds and order status, which harmed both customer experience and team productivity. They sought a solution to integrate this data directly into their Zendesk CRM.

The vendor, Kodif, implemented its low-code CX platform, creating an agent assistant app embedded within Zendesk. This solution centralized customer data and automated workflows, which allowed agents to resolve issues faster. As a result, Good Eggs reduced its average handle time by 40%, saved 800 agent hours, and handled 39% of tickets using Kodif, all while improving team morale.

Good Eggs

Cindy Rodriguez

Senior Customer Experience Manager