Case Study: Fellow scales support and streamlines operations with KODIF

How Fellow scaled their support and streamlined operations with KODIF

Fellow, a company specializing in beautifully designed coffee gear, faced significant operational challenges in scaling their customer support. During busy periods, manual processes for order cancellations and address changes were inefficient, tier-one tickets overwhelmed agents, and seasonal surges strained resources. They needed a solution to handle rising demand without burdening their team, especially with a complex new product launch on the horizon.

Kodif implemented a layered AI solution to automate tier-one support, including order cancellations, warranty claims, and address changes. Their CoPilot tool provided agents with AI-suggested responses and policy checks. This resulted in a 63% chat containment rate and an 87% FAQ resolution rate. The automation freed up agents to focus on high-value conversations, streamlined workflows, and provided customers with a self-service option for troubleshooting.

Fellow

Andrew Martin

Learning & Development Specialist