From The Farmer is all about making good food more convenient. Connecting consumers to local products they provide only the highest quality foods available. Every week their teams work with farmers to curate the freshest box of fruits and veggies. Customers also have the option to customize their boxes to suit their family's needs by editing their box as well as adding additional add-ons ranging from a variety of staple products. Each delivery comes straight to your door in an eco-friendly reusable bag, providing you with the essentials for delicious farm fresh meals.
We didn't really know much of anything, honestly. All we had was anecdotal evidence and the platform that we were using previously. The metric tracking and the ability to see what types of tickets we were solving was rudimentary at best. We didn't have a picture of what was going on. So that was probably the biggest unknown. We were just doing our best to distill the information that we were getting from customers and pass it along. We had a channel in Slack called feedback that we would share important messages that would come across the pipeline. But in terms of a top down view of what people were really talking about and the issues we were experiencing, we didn't have much of an understanding of that at all.
Probably the technical backbone that we use to build our subscription platform at the moment. It's been a real pain to try and integrate a smooth customer experience with it as the backbone of all of our subscription order generation. Boostopia has already helped by allowing us to better track the types of issues that are coming in. We've started to filter cases by priority now which is something that I know the executive team was super happy about, and I found that it's a big boon for us as well.
The best customer support is no customer support
"We're able to get a lot more accomplished it feels like with less probably due to clarity and understanding and FAQs have definitely improved. The best customer support is no customer support and in some regards, I like it because the customer can do it all themselves."
I don't think we would have launched an NPS survey without you guys pushing us in that direction already. I think it's yielded some interesting data that we're going to definitely use. Just to have two people on the other side of the fence that understand what they're talking about and how to accomplish the goal has been helpful. In the survey, we rolled out an integration. It's basically a delivery confirmation survey that asks a subscription customer “Hey how was your order this week?” and it lets them rate as one through five. We've been able to come together and create a system that I think works pretty well that automatically creates a ticket for any of those replies and filters it into some views and makes it really easy for our Customer Care to take care of any issues.
We’re able to get similar amounts of work done with a smaller team, and allowed us to get back in the driver's seat. We're able to get a lot more accomplished it feels like with less, probably due to clarity and understanding and FAQs have definitely improved. The best customer support is no customer support, and in some regards, I like it because the customer can do it all themselves. I've never in my entire life asked Amazon a question, and I buy from Amazon four days a week. But that's been really beneficial.
In a lot of ways, we're trying to be more and more data focused, and Boostopia has been able to provide us with using what we have and being able to extrapolate a lot of really important data insights. And that's been big for us. It's not so much like “this is where people are going,” and “this is how much we're spending” or that sort of thing. This is actually like “no, this is exact” and that's really great to have.
Just transition over to a more powerful Zendesk platform that allows us to do more. We haven't necessarily had the time to perfect all the integrations or macros or triggers, but we have the power to, and we will with them in our court.