HelloFresh Transforms Contact Center Operations to Improve Customer Experience

Meal-kit company HelloFresh is a popular choice among consumers wanting to have a variety of meals delivered directly to their doorsteps. With their main color being green to attract customers, an easy-to-use app and the quality pictures of their food options with each ingredient listed, it would seem hard to ignore the meal-kit company.

However, customers experience difficulties contacting HelloFresh to, for example, remove a payment method or resolve accidental or unwanted charges for food kits. Customers also experience being put on hold repeatedly when they only wanted a question or two answered. That would make any customer frustrated.

Recognizing the potential damage poor customer service can do to its business, HelloFresh looked to Medallia to transform its U.S. contact center experience. HelloFresh wanted to automate its quality assurance processes and turn customer insights into action to improve the experience for both customers and agents.

Medallia’s Contact Center Suite integrates customer and agent interactions with feedback and digital experiences to uncover the truth behind all interactions and surface issues at scale.

“We selected Medallia for their best-in-class technology, but also because we knew they were a knowledgeable and collaborative partner,” said Maureen Kamaishah, director of customer experience, HelloFresh U.S. “We are excited to start uncovering insights and believe the ability to proactively monitor calls is going to be a game changer for our organization.”

AI-driven speech analytics will allow HelloFresh to automate quality monitoring across all frontline agents, identifying high-impact calls for manual reviews instead of randomly selecting a small subset of calls for manual review. This comprehensive monitoring helps the contact center be more proactive in identifying emerging issues across business lines and being able to act quickly to resolve them.

“With the ability to continuously turn feedback and insight into impactful action for customers, our platform empowers companies to use all forms of feedback to drive change and improve the lives of their customers and employees,” said Leslie Stretch, CEO, Medallia.

Understanding the reason for calls alongside more focused, insight-driven frontline coaching will better empower HelloFresh agents to solve issues faster, ultimately lowering call volumes, duration and agent frustration while improving the overall customer experience.

Edited by Erik Linask