How Freshly used TypeGenie to lower their AHT by 14%

The challenge

Freshly has grown exponentially over the last few years. Keeping up with a rapidly increasing number of customer contacts, while maintaining the gold-standard service, Freshly expects for their customers, is the main challenge.

The solution

TypeGenie supports Freshly’s agents with sentence completions: standardized, tested, conversational snippets, accessible with the tap of a button, enabling faster communication and higher consistency in tone and content.

The results

Using TypeGenie, Freshly’s AHT (average handling time) was lowered by 13.66%. Freshly agents report that they feel much faster in going through tickets and get useful input for how to phrase sentences in the right Freshly lingo.

“TypeGenie effortlessly integrates with our current CRM platform, enabling agents to access standardized, time-tested conversational snippets with the tap of a button, enabling faster communication and more consistency in tone and content.”

– Colin Crowley – VP of Customer experience

Our story

Freshly is on an inspiring mission to help the world to make eating healthier easier and more accessible. Founded in 2012, Freshly is delivering over 600,000 fresh and healthy meals every week and is already making a positive impact on our lives.

Freshly has raised more than $100 million in funding from VCs and Nestle, and is a business in hyper-growth mode. The great success has been followed by increased demand for customer support. To accommodate this, Freshly’s support team has grown rapidly, now counting more than 80 agents across locations in the US and beyond.

Colin Crowley serves as Freshly’s VP of Customer Experience. He has a long track record of scaling customer service teams and is an expert in creating tangible results with the Zendesk Suite (learn how he did, here).

However, growing so quickly is challenging in terms of both ensuring effective processes, scaling teams quickly, and ensuring that the quality of each customer engagement remains high.

“Freshly has grown exponentially over the last few years, significantly increasing the number of customer contacts handled by our agents, and, throughout that expansion, we want to maintain the gold-standard level of service we expect for our customers.”

– Colin Crowley, VP of Customer Experience, Freshly

During the scaling of the support function, including bringing on new support teams outside the United States to ensure wide hours of service coverage, Colin wanted to ensure that:

1. Each agent is as productive as possible.
2. The high-quality of service is maintained even when bringing on agents from diverse backgrounds across diverse geographies.
3. New agents get up to full speed quickly.

It was clear to Colin that these challenges couldn’t be resolved simply by hiring more people so he was looking for technical solutions to support the team. The traditional Zendesk suite was helpful, but Colin was also looking for new technologies and wanted to explore how AI and Machine Learning could help the team be more productive and effective.

How Freshly used TypeGenie to lower their AHT by 14%

Colin and the team were intrigued by TypeGenie, a new productivity tool that could help agents type faster and automatically suggest relevant macros to better support the human interaction customers have with Freshly’s customer service.

Because TypeGenie uses the information in historic tickets and chats, the Freshly team thought TypeGenie might just be the solution that could help their team become more productive in handling repetitive questions, while assisting new agents with the right templates in the desired Freshly tone-of-voice.

Operational leaders in Freshly customer service were easily able to install the app through the Chrome store in a few clicks. Over the following days, the TypeGenie engineering team trained TypeGenie to understand Freshly’s use case. Shortly thereafter, Freshly rolled out TypeGenie to a test group of agents from in all its customer service locations.

On average, each Freshly agent now use TypeGenie 100 times per day, each completing an average of 9 words with a quick ‘Tab’ rather than writing out the full sentence. Some agents are super users, accepting more than 300 completions every day and saving 1-2 hours in typing time per day.

TypeGenie effortlessly integrates with Zendesk, enabling agents to access standardized, time-tested conversational snippets with the tap of a button, enabling faster communication and more consistency in tone and content.

– Colin Crowley, VP of Customer Experience, Freshly

The observed benefits for Colin and the team have been clear. TypeGenie helps agents get the right information when they need it, which helps them answer questions faster while using a language that is consistent, ultimately ending in a great customer experience.

True AI’s data science team have analysed the effects of using TypeGenie on Freshly’s Average Handling Times (AHT). Using OLS regression, to isolate the effect of TypeGenie, it was found that using TypeGenie lowered the AHT by 13.66%. The findings were statistically significant.

Freshly agents report that they feel much faster going through tickets while getting useful input for how to phrase sentences and use the Freshly lingo. This is particularly useful when solving multiple tickets and chats at the same time.

Here is to many more fresh meals and customer experiences!

‍