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Case study • Dollar Shave Club

How Dollar Shave Club launched KODIF's new email automation and saw 6x increase in ticket coverage

  • 6x

    Growth in Containment

  • 3x

    Increase in AI Agentic Ticket Coverage

  • 70%

    Target Containment Rate

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
"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

Solution

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

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

Next Up

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.