Dollar Shave Club automated 65% of chat interactions with a chat AI agent.
Justin Brown
Chief Supply Chain Officer 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 repetitious or routine in nature, the team sought a solution to efficiently handle these requests without compromising response quality. 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 handling these routine tickets with speed and accuracy, improving overall productivity, and enhancing the customer journey.
Solution
In the initial phase, Kodif deployed a GenAI-powered chatbot that resolved 65% of Dollar Shave Club’s customer support tickets. Additionally, email automation was implemented, achieving an extra 15% in ticket automation. This has significantly reduced manual workload for agents, enabling them to focus on more complex customer needs.
Why Kodif?
The seamless integration of Kodif’s solution with Dollar Shave Club’s existing systems has not only streamlined operations but also enhanced customer experiences. By identifying trends in customer journeys and providing real-time, actionable data through advanced CX analytics, Dollar Shave Club now gains deeper insights to further drive strategic decisions.
Future development with KODIF
Dollar Shave Club looks forward to taking 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. 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.