Case Study: Meal delivery service Freshly achieves 96% CSAT and proactive omnichannel support with Zendesk

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

Freshly is a subscription meal-delivery service that ships fully prepared, diet-friendly meals nationwide. As the business scaled, its time-sensitive, account- and delivery-focused customer needs outgrew a legacy chat provider that sometimes required shutting live chat down; Freshly needed a unified, omnichannel support solution to handle rising chat, phone, SMS and mobile contacts and to capture customer feedback for product and retention improvements.

Freshly implemented Zendesk Chat, Support, Talk, Guide and Connect (plus Apple Business Chat and mobile SDK), consolidating channels and automating targeted messages. Chat share rose from ~20% to nearly 60% of contacts, 80% of agents now work across channels, SLAs are met (emails ~20 min, chats ~20 sec, calls ~10 sec) and CSAT sits at 96%. Proactive campaigns and Connect-driven segmentation generated 130 otherwise-missed conversations, improved cancellation handling and informed product and messaging changes that boosted retention and operational efficiency.

Freshly

Colin Crowley

Vice President of Customer Service