Good Eggs reduces Average Handle Time by 40% increasing productivity of their support team using Kodif's low-code CX platform.
Cindy Rodriguez
Senior Customer Experience Manager, Good Eggs
Thanks to Kodif, we have achieved the goals we set out to. Our customers receive high-quality, fast, informed support, and our agents are able to work more effectively. These workflows have removed manual steps and process confusion. We are now in a position to ramp up our agents faster and have seen fewer errors made.
Reduction in average handle time
40%
CX agent hours saved
800
Tickets were handled by Kodif
39%
About the Company
Good Eggs delivers absurdly fresh groceries straight to your door. They believe good food is the most powerful force for change: For our families, our community, and our environment.
Use Cases
- Refunds
- Replacement Orders
- Order Credits
- High-quality Customer Experience
Outcomes
64% Fully resolved tickets
Zendesk integration with fulfillment and customer data
Boost in agent morale
Challenge
One of the key problems Good Eggs observed as they were spending a lot of time outside of Zendesk, their CRM, searching for answers and resolving customer issues. Some examples include: refunding or crediting customers, obtaining an order status, etc. To handle these challenges, their CX team spent more than 15 minutes locating order information and processing refunds, shop credit, or replacement orders. The support agents need to use Mode reports, payment systems, and internal tools to search and locate essential information necessary to fulfill these common requests. That was far too long, both for the customer experience, but also for the productivity of their team.
Good Eggs wanted Zendesk to be the primary tool for centralized customer and fulfillment data. They went to the market to find solutions to integrating customer context directly into their Zendesk instance.
The vision is to surprise and delight, build 1:1 relationships with customers, and create exemplary experiences. Their solutions need to be single-touch, data-informed, and constantly evolving to ensure customer experience remains top of the market.
Kodif’s low-code platform enables CX teams to focus on more meaningful and creative work by automating repetitive manual tasks which leads to higher team morale and lower average-handle time.
Solution
The team at Kodif developed an agent-facing app embedded in Zendesk that pulled relevant customer data from many of their tools, allowing the agents to work directly within one platform. The workflows were built in such a way that they could be tested thoroughly internally by current agents before exposing them to the users. Good Eggs labeled this as “Phase 1”: An agent assistant app to help reduce time spent per ticket and validate the workflows were effective in all use cases.
Phase 1. Agent Assistant
Good Eggs closely worked with the Kodif team to define workflows and policies. Within the first quarter of the launch, over 39% of tickets were using a Kodif workflow. Also, the primary goal of assisting agents was to improve agent efficiency, specifically to reduce the time spent per ticket. In 2021, their average handle time was 15 minutes. Since implementing Kodif, the average handle time has improved to 9 minutes. The clear benefit is faster resolutions to customers while maintaining high-quality standards.
Good Egg’s partnership with Kodif has also helped keep headcount costs low and allowed them to shift resources to more impactful initiatives like associate training and other impactful projects within the organization. Additionally, the simplified workflows have had a positive impact on team morale and have reduced the manual effort of tickets.
Future development with KODIF
Good Eggs has two more Phases in their plan to increase Kodif’s value to their customers. Phase 2 will expand these workflows directly to frequent customers who can use self-service resolution via the web or mobile app. The goal is to achieve a 35% total self-service reduction during this step. And finally, Phase 3 will be a launch to all customers to reduce support contacts through simple, frictionless, self-service workflows.