How Dollar Shave Club launched KODIF's new email automation and saw 6x increase in ticket coverage
"Containment is great, but quality matters just as much. KODIF's tools let us scale while still delivering on-brand, helpful responses."
Jack Dukesherer, Sr. Manager, Member Engagement Ops
6X
Growth in Containment
3X
Increase in AI Agent Ticket Coverage
70%
Targeted Containment Rate
About the company
Dollar Shave Club delivers quality razors and grooming products straight to your door.
They launched in 2011 with a viral video, shook up the razor industry, and now offer a full lineup of personal care products with way less hassle.
Use cases
- Order & account management: address changes, email updates, shipping issues, status checks
- Handling tier 2 tickets
- Email automation: FAQ-powered replies and ticket resolution
- Omnichannel customer support (chat and email)
Challenge
Dollar Shave Club (DSC), a leader in direct-to-consumer grooming, built its brand on convenience and consistency. As the business scaled, support volume grew and agents became overwhelmed.
The team faced:
- High ticket volumes, especially during sales spikes
- Growing subscription management demands
- Customers often skipping self-service and going straight to “talk to agent”
- Manual email handling for the largest support channel
In mid-2024, DSC’s automation could only contain ~10–12% of conversations. Much of the support effort was still manual and reactive, and pre-existing flows lacked the flexibility or coverage needed to handle more complex customer issues.
Key challenges included:
- Fragmented email automation with poor containment
- No clear reporting on policy effectiveness
The team needed a partner to expand automation across touchpoints—chat, and email—while delivering measurable performance gains.
Solution
As an early adopter of KODIF, Dollar Shave Club, in partnership with our team, had a best-in-class AI agent for chat.
The next phase was to roll out the latest features for email automation. We tapped into the next layer of ticket volume and optimized to handle more volume through KODIF’s FAQ automation.
1. Phase 1: Build best-in-class AI agent for chat channel
- Migrated from flow-based to policy-driven AI agent for chat
- Enabled real-time chat resolution for 24.7K+ conversations
- Integrated with their ecommerce platform, CRM, and Shipment/Delivery tools
- Enabled personalization with pre-agent guidance bubbles
2. Phase 2: Launch email automation
- Migrated from flow-based to policy-driven AI agent for email
- Mirrored the same complex tier 2 ticket types for email as we did with chat to ensure a seamless customer experience
- With their new policy-based FAQ automation, we saw a strategic opportunity to drive higher containment and reduce agent load from repeatable inquiries
“The customizability of KODIF’s tools is what excites me most. I’m in there every day, and it’s clear this is being built around our workflows.”
– Jack Dukesherer, Sr. Manager, Member Engagement Ops
Future development with KODIF
Dollar Shave Club is continuing to scale its automation efforts without compromising experience or clarity:
- Targeting >70% containment rate across channels
- Expanding AI agent capabilities to increase the number of subscriptions and customer lifetime value (CLV)
- Leveraging AI agents for pre-sales engagement with the customers improving add-to-cart, and increasing conversion.