Guide

Feed. provides proactive, customer-pleasing support with Zendesk

Published May 14, 2020
Last modified May 22, 2020

Based in Paris, Feed. offers convenient meal replacement bars, shakes, and powders for customers on the go—busy college students, workers on tight deadlines, even senior citizens. The company’s products, which are formulated to provide customers with 100 percent of the nutritional requirements for one meal, also include vegan, gluten-free, lactose-free, and non-GMO alternatives to traditional meals that start at just €2.49.

As its business grew significantly in western Europe, Feed. realized that its customer support tools weren’t up to handling growth. Its email-based ticketing system, Front, prevented agents from responding to customers quickly. But just as important, the company wanted a solution that would support multiple channels and also feature an API that would enable the connection of third-party tools and apps to create a proactive and customized support experience.

Shortly after adopting Zendesk, Feed. launched live chat to better serve its customers, with agents now hosting more than 100 live chats each day. And the support team has made the most of live chat, converting 6 percent of those interactions into additional sales, to the tune of €180,000 per year. Meanwhile, the CSAT scores for Feed. have jumped nearly 20 percentage points, pointing to a satisfied customer base.