Nom Nom Enhances Customer Experience and Boosts Agent Morale with Kodif’s Self-Service and Analytics Solutions
Michael Dang
Head Of Customer Experience, Nom Nom
"Kodif is not just a vendor, it's a partner. The Kodif team has the knowledge and capacity to guide decisions and help us build exactly what we need."
Customer Support Tickets Automated
15%
Reduction in Customer Churn and Onboarding Costs
Notable Improvement in Agent Morale
About the Company
Nom Nom, a division of Mars, is dedicated to delivering fresh, veterinarian-formulated meals for pets, prioritizing health and happiness in every meal.
Use Cases
- Self-Service Ticket Resolution
- Agent Onboarding and Training
- Customer Journey Insights
Outcomes
- 15% of customer support tickets automated with zero negative customer feedback
- Significant reduction in churn and associated onboarding costs
- Enhanced morale across the CX team, allowing agents to focus on higher-impact tasks
Challenge
With an expanding customer base, Nom Nom faced the challenge of maintaining high-quality support while managing routine inquiries efficiently. The team aimed to improve agent satisfaction by reducing repetitive tasks and freeing up agents to handle more complex issues. Additionally, gaining accurate, real-time insights into customer journeys was essential to make informed, data-driven decisions.
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
In partnership with Kodif, Nom Nom implemented a self-service solution that quickly automated 15% of customer support tickets. Importantly, the automation was designed to be intuitive and garnered no negative feedback, underscoring its effectiveness and user-friendly design.
- Self-Service Automation:
Kodif’s solution automated a significant portion of routine support inquiries, reducing agent workloads and allowing the team to focus on personalized service for customers with complex needs. - CX Analytics:
Kodif’s CX Analytics tool provided Nom Nom with real-time data on customer journeys, enabling the CX team to proactively address issues like missing deliveries with precision, down to specific zip codes. These insights empowered the CX team, bringing them into strategic discussions and equipping them with actionable, customer-centric data.
Future development with KODIF
Nom Nom’s collaboration with Kodif is set to expand, with a goal to automate 25% of support tickets by integrating the AI Agent Copilot and additional self-serve solutions. The AI Agent Copilot will be instrumental in streamlining onboarding and training, helping bridge the gap between new and seasoned agents, and enhancing overall team efficiency.
As Nom Nom and Kodif continue their partnership, they are shaping the future of customer experience management, setting a new standard for efficient, data-driven, and customer-centric support in the pet care industry.