A global leader in customer and employee experience, Medallia announced that HelloFresh, the world’s premier integrated food solutions business, has chosen Medallia to revolutionize its contact centre experience.

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.”

HelloFresh collaborated with Medallia to better comprehend structured and unstructured data to improve its contact centre experience in the United States and, eventually, the overall customer experience. The major meal-kit provider wanted to automate its quality assurance processes and take customer feedback into action to improve the customer and agent experience.

Leslie Stretch, the CEO, of 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.”

Using AI-driven speech analytics, HelloFresh can now automatically monitor quality across all frontline operators, identifying high-impact calls for manual reviews rather than arbitrarily choosing a small subset of calls for manual review. Because of this broad monitoring, the contact centre can proactively identify and resolve emerging issues across all business lines. Additionally, HelloFresh can better equip agents to address issues more quickly, lowering call volumes, duration, and agent annoyance, by better comprehending the reason for calls and giving more targeted, insight-driven frontline coaching.