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How Freshly increased Concurrency while improving Customer Satisfaction

Freshly delivers millions of meals and deals with hundreds of thousands of support questions every week. With a significant number of these requests coming through chat, it was imperative that they elevate this experience to ensure customers have a positive experience every time they reach out to Freshly’s chat support team. To do this Freshly looked to impact key performance metrics including:

  • – First Response Time
  • – Average Handle Time
  • – CSAT
  • – Concurrency

To learn how Loris helped Freshly make a significant impact on each metric, please read the full study here.

Here’s what Ben, CX Leader at Freshly, had to say about Loris:

“Loris has elevated our chat support by making our support team more productive and empathetic. Our agents are getting through more tickets, can handle more chats at the same time and are getting higher CSATs. Very quickly, Loris has become a key part of our support operations.”

Interested in learning how Loris can elevate your customer experience? Get in touch today.


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