Case Study: Freshly achieves 50% conversation containment with Verint Systems

How automation inspired Freshly’s rethink of CX delivery in 2021

Freshly, the weekly meal subscription service, faced a surge in customer conversations during the COVID-19 pandemic and needed a way to avoid overloading agents while still supporting growing demand. To manage high-volume questions more efficiently, Freshly worked with Verint Systems, using Conversocial, a Verint company, to create an automated messaging flow for its busiest customer intents.

Verint Systems helped Freshly automate self-service on channels like Facebook Messenger, resulting in 50% conversation containment without human intervention. The program also cut average first response time by 80% and lowered cost per contact by 48%, making Messenger more efficient and cost-effective than live chat, while setting Freshly up to expand automation across customer care, marketing, and engagement.

Freshly

Megan Merrick

Associate Director, Innovation and Brand Experience