Case Study: Freshly achieves 96% CSAT and fast, proactive omnichannel support with Zendesk Talk

Freshly’s proactive support serves up more than fresh food to customers

Freshly, a US meal-delivery subscription service, needed a more reliable, omnichannel support platform after its previous chat provider forced live chat shutdowns during peak moments. Facing time-sensitive, support-heavy inquiries across web and mobile, Freshly turned to Zendesk Talk and the broader Zendesk suite (Chat, Support, Guide, Connect, Mobile SDK) to consolidate channels, improve mobile chat, and better capture customer feedback.

Using Zendesk Talk alongside Zendesk Chat, Support and Connect, Freshly centralized contacts, launched Apple Business Chat, and ran automated, targeted cancellation messages that generated 130 additional conversations and clearer cancellation insights. Chat volume rose from 20% to nearly 60% of contacts, CSAT reached 96%, 80% of a 70+ agent team now work across channels, and response SLAs improved to emails in 20 minutes, chats in 20 seconds, and calls in 10 seconds—demonstrating measurable gains from Zendesk Talk and the integrated Zendesk platform.

Freshly

Colin Crowley

Vice President of Customer Service