Case Study: HelloFresh cuts average handle time by 20% with Shelf

HelloFresh cuts average handle time by 20% with Shelf

HelloFresh, the world's largest meal kit provider, faced a significant challenge in managing customer support knowledge across its global operations. With agents relying on 12 different homegrown knowledge sources, it was difficult to find accurate answers efficiently, leading to increased handle times. They turned to Shelf's knowledge management platform to consolidate their information into a single source of truth.

By implementing Shelf, which integrated seamlessly with their Genesys system, HelloFresh provided agents with a smart platform that proactively suggests answers. The solution resulted in a 20% reduction in average handle time, improved customer satisfaction (CSAT) scores, and made knowledge creation easier for content managers. Shelf enabled HelloFresh to deliver more consistent and efficient support to its millions of subscribers worldwide.

HelloFresh