How HelloFresh Transformed the Way Their Agents Find Answers

Customer since: 2019

Number of admin users: 6800+

Reduced average handle times by 20%

The Challenge

HelloFresh, the world’s largest meal-kit subscription provider, was struggling to provide their growing customer base with the information they needed in a timely manner. Their agents were slowed down searching for answers across 12 disconnected knowledge bases.

The Solution

HelloFresh sought a solution that would centralize their content in a single location with a seamless integration with Genesys Purecloud, transforming their knowledge base into an active tool for assisting both agents and customers in answering questions quickly and accurately.

The Results

    • Improved content findability for nearly 7,000 agents.
    • Reduced average handle times by 20% and improved first contact resolution by mapping Knowledge Automation to their IVR solution.
    • Transformed admin processes so content management tasks are streamlined and automated across their global markets.