Dollar Shave Club automated 65% of chat interactions with a smart AI chatbot.
Trent Hoerman
Director of Engagement Operations at Dollar Shave Club
The nice part is it’s a 24/7 bot which we’ve never had before. Next we’re moving towards the marketing world where if you’re on a specific page you can make specific product recommendations, and even offer discounts.
Chat resolutions automated
65%
Total interactions automated
40%
Email resolutions automated
15%
About the Company
Dollar Shave Club is a subscription-based ecommerce company that delivers razors and other personal grooming products directly to consumers.
Challenge
Dollar Shave Club faced the challenge of managing a high volume of customer support inquiries while maintaining a seamless and satisfying customer experience. With 30%-40% of their support tickets being repetitive or routine in nature, the team sought a solution to efficiently handle these requests without compromising response quality or agent focus on more complex issues. This challenge was compounded by the need to scale operations while ensuring fast, accurate resolutions to maintain customer loyalty. To address these pain points, Dollar Shave Club prioritized finding an automation platform capable of deflecting these repetitive tickets, improving overall productivity, and enhancing the customer journey.
Solution
After implementing Kodif’s generative AI chatbot and email automation, Dollar Shave Club achieved transformative results in their customer support operations. The AI chatbot successfully deflected 65% of repetitive inquiries, while email automation handled an additional 15%, enabling the team to automate a significant portion of their workload. This automation allowed Dollar Shave Club to provide 24/7 support, ensuring customers received timely and accurate assistance around the clock. The improved efficiency not only reduced operational costs but also empowered agents to focus on resolving complex issues, leading to a more seamless and satisfying customer experience.
Why Kodif?
One of Kodif’s unique features that elevated it above competitors was the direct integration with customer support platforms like Gorgias, and more importantly, Kodif’s range of product offerings, namely Copilot, Email Automation, and Conversational AI Chatbot. Their focus on the entire ticket lifecycle was a significant advantage. Many tools focus only on assisting agents or ticket deflection without recognizing the different ticket profiles that are created.
Dollar Shave Club loved that Kodif was willing to try different implementation methodologies to meet their specific needs and make them highly customized.
Future development with KODIF
Dollar Shave Club is excited to take their customer support operations to the next level with Kodif’s new feature: no-code automation policy creation. This innovation empowers CX leaders to design and deploy automation solutions with ease, without requiring technical expertise, further enhancing operational efficiency and adaptability. Additionally, Dollar Shave Club is eager to explore Kodif’s AI capabilities for upselling opportunities, leveraging intelligent insights to offer personalized discounts and drive incremental revenue growth, all while maintaining a stellar customer experience.