HelloFresh Achieves Major Customer Satisfaction Success With Conversational AI Strategy
HelloFresh SE, headquartered in Berlin, Germany, is a public meal-kit company. It stands as the leading meal-kit provider in the United States and operates in 17 other countries.
Chat Automation
Problems are solved at a significantly faster and more efficient rate as +30% of chat interactions are now automated and handled by the Teneo solution.
Scalable Solutions
Following the success of 'Brie', the company decided to replicate the solutions on their other brands EveryPlate, Green Chef and Factor.
Fresh Customer Data
By handling millions of customer enquiries, Teneo has been able to generate rich data on HelloFresh customers to optimize the solution.
The Results
OpenQuestions Relieved the Contact Center From the Pressure of Customer Enquiries
58% Faster
Time to design, develop and deploy the Conversational solution reduced in 58%
+30%
of Chat Interactions Automated
4 Solutions
The first solution was replicated and adapted to three other brands from the company: EveryPlate, Green Chef and Factor.
As a result of implementing conversational AI solutions across its brands, the HelloFresh group has created a radically improved experience for millions of its customers and its own employees, who are now able to work with greater efficiency and less demand thanks to the support provided by the virtual assistants.
Problems are solved at a significantly faster and more efficient rate while solutions are also provided for customers that have not received goods or have questions relating to their retail orders. As a result, HelloFresh was able to automate up to 30% of chat interactions.
By handling millions of customer enquiries, Teneo has been able to generate rich data on HelloFresh customers, allowing the development team to optimize the solution and create enjoyable interactions for customers to have with each brand they engage with. The potential of creating genuine emotional connections to its customers through the delivery of outstanding customer service has ensured long-term customer loyalty and feedback from millions of users.
As customer interactions increased, the HelloFresh team used real user feedback and collected data to refine and enhance ‘Brie’. This continuous improvement allowed ‘Brie’ to serve customers more personally and accurately. As a result, HelloFresh stood out from
its competitors by offering superior customer service, which in turn
boosted customer loyalty and lifetime value.
With the support from the team at Teneo.ai, HelloFresh was able to replicate the processing capabilities from one solution to the other, radically reducing the amount of time to launch the two new solutions. The time to design, develop and deploy ‘Brie’ was 120 days, whereas the following solutions were launched following a 70-day period respectively, representing a significantly reduced time to
launch for EveryPlate, Green Chef and Factor.
Thanks to Teneo’s ability to host and build multiple solutions, the HelloFresh team has been able to build new use cases in an ever more efficient way. Each new use case that goes live uses the most
optimized version of a previously built solution. Teneo allows for
the exponential growth and launch of Conversational AI solutions
without any additional cost per use case. This has allowed
HelloFresh to calculate a highly specific ROI for each solution and
create a business case for future launches based upon hard data.
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The HelloFresh team has achieved so much success by embracing Conversational AI to expedite resolution for their customers. Their approach has always been to let the data drive the outcome. Their success has been built around clear duties for the digital agent to have a complete job rather than a part time job.
Sean McIlrath
VP & General Manager, US for Teneo.ai
The Challenge
HelloFresh experienced swift organic growth in recent years due to its innovative digital approach, smart acquisition strategy, top-notch customer service, and the successful introduction of new brands and services. But as customer numbers grew, so did the
pressure on customer service and the need to uphold HelloFresh’s high standards.
With a growing global presence, the company needed a tech solution that could manage costs, scale quickly, and consistently enhance customer experience.
Even during the COVID-19 pandemic, HelloFresh needed a strategy to address the pandemic’s impact on their workforce while supporting new growth. Like many businesses with contact centers, they sought a system to complement their human agents and efficiently manage the rising service demand.
They chose Conversational AI. But finding a platform that could scale quickly and flexibly introduce solutions for new brands proved challenging. HelloFresh needed a 24/7 conversational customer engagement tool for various digital channels. That’s
when they discovered Teneo.
The Solution
HelloFresh chose Teneo® to increase customer satisfaction, while reducing inbound queries to its contact center across all brands. As a result of implementing conversational AI solutions across its brands, the HelloFresh group has created a radically improved experience for millions of its customers and its own employees, who are now able to work with greater efficiency and less demand thanks to the support provided by the virtual assistants.
HelloFresh launched their pilot Conversational AI solution in June 2020 with the support of ‘The Conversational AI Company’, an implementation partner of Teneo.ai.
‘Brie’ was created with Teneo over the course of 2-3 months. The initial setup included key integrations, front end development and base knowledge creation. The chatbot was launched across the HelloFresh app and its website and was able to immediately
support customers with enquiries.
‘Brie’ was equipped with a high level of intelligence and processing ability in order to manage the wide variety and volume of requests received on a daily basis. Advanced Natural Language Processing and Machine Learning processes were incorporated into Brie’s processing chain, as well as core KPI measurement and reporting capabilities that would allow the HelloFresh team to analyze performance and make improvements in a live environment.
‘Brie’ assisted customers with issues like damaged goods, delivery queries, and address changes. Furthermore, it could also handle intricate questions about the sustainability and origin of specific food items. With ‘Brie’ in place, human agents weren’t the sole
solution for a broad spectrum of issues. This freed the contact center agents to address complex customer inquiries more promptly and attentively, thanks to the time saved by the Teneo solution.
The Power of OpenQuestion
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