Case Study: Good Eggs scales CX operations and fraud prevention with PartnerHero

Good Eggs - Customer Case Study

Good Eggs, an online grocery delivery company in the Bay Area, needed to scale its customer experience as it grew from a four-person local team to a 30-person global support organization. Working with PartnerHero and using tools like Zendesk and Zapier, the team faced challenges around complex logistics, rising ticket volume, fraud prevention, and maintaining timely, empathetic support during rapid growth and the COVID surge.

PartnerHero helped Good Eggs build a stronger CX operation by adding support staff, creating differentiated team roles, and advising on workflow improvements and automation. The company used Zapier to connect Zendesk with operations notifications and to flag fraudulent addresses, helping stop bad orders before fulfillment. PartnerHero also supported Good Eggs in spinning up temporary labor during COVID and streamlining “normal priority” tickets so associates could resolve them 20% faster, reducing backlog and saving significant time.

Good Eggs

Hillary Raigner

CX and Operations Manager