Since implementation, Hungryroot has seen a 20% decrease in ticket volume and 30% reduction in first-response time. Hayslett believes that Solvvy is handling the same volume of tickets that at least one agent typically responds to in a week.
Now with more bandwidth, Hayslett can build out a Customer Experience team that builds relationships with customers beyond simply resolving issues. Hayslett already sees long-term effects of this new approach, noting “it’s allowing us to build relationships with our customers who will stay longer and that’s what we really want.” Hungryroot also has implemented new support channels to connect with customers, including SMS and is investing in other platforms to develop and strengthen their growing community.
Hungryroot has also been able to make updates on the website to preempt customer questions based on the data provided by the Solvvy dashboard. One of the most frequent questions was about pricing – an insight Hungryroot was not able to see before implementing Solvvy. Using that knowledge, Hungryroot decided to list prices before customers even logged in to place an order, eliminating repetitive questions. With more predictive analytics, Hungryroot can anticipate what customers want before they ask – something their customers value immensely.
Now Hungryroot is able to provide support in less time than it takes to check out at the grocery store or to place an order for pizza so that everyone can be happier and healthier.