Customer and employee experience management company Medallia has partnered with HelloFresh US, a meal-kit subscription service company to transform its contact center experience.
Medallia will provide its contact center solutions suite to HelloFresh to utilize structured and unstructured data and improve the contact center experience in the US.
The meal-kit company aims to automate its quality assurance processes for frontline agents with AI-driven speech analytics. By doing so, the company will be focusing on manually reviewing high-impact calls, instead of a small number of random calls.
This way the contact center can predict emerging issues well before they become urgent and act quickly to resolve them.
Maureen Kamaishah, Director of Customer Experience, HelloFresh US, said: “As a customer-centric organization, we wanted to work with the industry leader in customer experience.
“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.”
Medallia’s suite of solutions will also empower contact center agents to understand better the reason behind calls, lowering call volumes, duration and overall frustration.
Leslie Stretch, CEO, Medallia, said: “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. 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 captures 100% of customer and agent interactions, using AI and deep learning to provide in-depth analysis and drive integrated learning to frontline agents. Speech analytics can analyze voice interactions in over 30 languages, while AI-powered text analytics do so in over 20 languages.
Early adopters of Medallia's solutions include some of the major US brands like 7-Eleven, IBM, and Johnson & Johnson.