Case Study: Freshly achieves 96% CSAT and proactive omnichannel support with Zendesk Messaging

Freshly + Zendesk Fresh with food and customer engagement

Freshly is a subscription meal-delivery service that ships fully prepared, healthy meals to customers across the U.S. As the business scaled, the support team struggled with an underperforming chat solution and fragmented vendor tools that made it hard to capture customer feedback, handle time-sensitive account and delivery questions, and maintain fast response times across mobile, phone, chat, SMS and email.

Freshly consolidated on Zendesk (Chat, Support, Talk, Guide, Connect) to create a single omnichannel platform. Chat adoption jumped from 20% to nearly 60% of contacts, 80% of agents work across channels, and SLAs are now consistently fast (emails ~20 min, chats ~20 sec, calls ~10 sec). Using Connect for automated, targeted messages and experiments at cancellation points generated 130 additional conversations, drove retention insights, and helped Freshly achieve a 96% CSAT while enabling more proactive, personalized support.

Freshly

Michael Wystrach

Chief Executive Officer