After seamless deployment, global meal-kit company is ready to unlock insights with speech analytics, frontline engagement, and quality monitoring to improve customer and agent experience
Medallia, Inc., the global leader in customer and employee experience, announced that HelloFresh, the world’s leading integrated food solutions group, has selected Medallia to transform their contact center experience.
HelloFresh partnered with Medallia to understand structured and unstructured data to improve its US contact center experience and ultimately, the overall customer experience. The leading meal-kit company was looking to automate its quality assurance processes and turn customer insights into action to improve the experience for both customers and agents.
“As a customer-centric organization, we wanted to work with the industry leader in customer experience,” said Maureen Kamaishah, Director of Customer Experience, HelloFresh US. “We selected Medallia for their best-in-class technology, but also because we knew they were a knowledgeable and collaborative partner. Our implementation has been incredibly smooth and we have continued to be impressed by the responsiveness and transparency of the entire team at Medallia. We are excited to start uncovering insights and believe the ability to proactively monitor calls is going to be a game changer for our organization.”
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With AI-driven speech analytics, HelloFresh can now automate quality monitoring across all frontline agents, identifying high-impact calls for manual reviews, instead of randomly selecting a small subset of calls for manual review. This comprehensive monitoring helps the contact center be more proactive in identifying emerging issues across all business lines and being able to act quickly to resolve them. And by understanding the reason for calls alongside more focused, insight-driven frontline coaching, HelloFresh can better empower agents to solve issues faster, lowering call volumes, duration, and agent frustration.
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“As an iconic global brand, HelloFresh puts their customers first in all aspects. By incorporating Medallia’s best-in-class contact center suite, they can deliver not only the best customer experience, but also a higher quality agent experience,” said Leslie Stretch, CEO, Medallia. “With the ability to continuously turn feedback and insight into impactful action for customers, our easy-to-use platform empowers companies to use all forms of feedback to drive change and improve the lives of their customers and employees.”
Medallia’s Contact Center Suite captures 100% of customer and agent interactions, leveraging artificial intelligence to provide in-depth customer analysis, and driving integrated learning via near-real time coaching to frontline agents.