Jokr/Daki
Switching to Kustomer allowed Daily Harvest to scale operations and maintain high-quality customer service
Challenge
Daily Harvest needed to scale operations, manage omnichannel inquiries, and centralize customer data while transitioning to a modern tech stack.
Solution
With Kustomer tightly integrated into Shopify, Daily Harvest streamlined customer interactions across service and sales channels.
Success
Daily Harvest reduced operational costs and transformed their service team into a proactive, revenue-driving function while maintaining high satisfaction scores.
Company
Daily Harvest
www.daily-harvest.com
Industry
Switched from
Key Outcomes
2x
agent productivity
10%
increase in weekly revenue
The Challenge
Daily Harvest needed to scale operations, manage omnichannel inquiries, and centralize customer data while transitioning to a modern tech stack.
The Solution
With Kustomer tightly integrated into Shopify, Daily Harvest streamlined customer interactions across service and sales channels.
“With Kustomer, Shopify and Klaviyo working seamlessly together, we’ve transformed our customer service into a proactive, revenue-generating function”
YuJin Yong
VP of Digital
“[Kustomer] simplifies operations and helps us connect with our customers in meaningful ways—whether they buy directly from us or through a retail partner.”
The Story
Founded in 2015, Daily Harvest is on a mission to make it easy to eat more sustainably-grown fruits and vegetables. The company offers direct-to-consumer (DTC) meals and snacks designed for convenience and nutrition.
In 2023, Daily Harvest expanded beyond its DTC roots with a national retail launch, introducing its food to freezer aisles in stores like Kroger, Target, Wegmans, and Costco. This shift to an omnichannel model brought new challenges, including the need to scale operations, maintain high-quality customer service, and streamline feedback from multiple platforms. In response, Daily Harvest undertook a comprehensive technology transformation, integrating Kustomer and Shopify to support its growing business.
Service Transformation
Daily Harvest faced a pivotal moment as they transitioned from a homegrown system to a modern tech stack. This massive overhaul required:
- Integration across tools to support automation and efficiency.
- Support for a subscription-based business model, requiring a complete view of customer history, upcoming orders, and preferences.
- The ability to scale customer service operations without proportional team growth.
- A solution to manage customer inquiries across expanding sales channels, including retail stores like Costco, Kroger and Target.
- Centralization of feedback from multiple platforms to create actionable insights.
Unified Sales and Service Solution
Daily Harvest retained and optimized Kustomer during their migration to Shopify and Klaviyo. The platform's flexibility, robust API, and ability to centralize customer data made it an essential component of their new ecosystem. Kustomer's features allowed Daily Harvest to maintain a unified, customer-first approach, even as they scaled operations and integrated new sales channels.
The Results of a Proactive Approach
With its CRM and service solution from Kustomer seamlessly integrated into its ecommerce system Shopify and marketing automation solution Klaviyo, Daily Harvest has achieved transformative outcomes:
- Streamlined Operations and Cost Efficiency:
- Automations allowed the team to handle more inquiries effectively. With all customer order and communication history surfaced in Kustomer, any agent is empowered with the right context to handle any customer service ticket.
- Enhanced Customer Service Metrics:
- A significant drop in conversations per order, enabled by Kustomer’s self-service tools, automated FAQs, and Shopify’s intuitive features.
- Increased one-touch resolution rates and reduced average resolution time.
- Maintained a CSAT score in the high 80s to mid-90s throughout the transformation, even during peak seasons.
- Revenue Impact Through Proactive Service:
- Customer service has evolved from a reactive function to a proactive, revenue-driving channel. Now having visibility in Kustomer to see when a customer's next subscription order is approaching, Daily Harvest service agents can upsell, save subscriptions, and offer strategic discounts with insights from Kustomer.
- The team tracked a 10% increase in weekly revenue as a result of empowering agents with tools that connect directly to Shopify and customer history.
- AI-Driven Innovation:
- Implemented AI-powered voice automation through Flip’s integration with Kustomer to gather and organize data to automatically answer basic customer inquiries or know where to route for further assistance. A third (31%) of inbound phone calls involve some sort of automation.
- Omnichannel Growth Support:
- Expanded into digital and physical retail stores like Target, Kroger, and Costco, leveraging Kustomer to manage inquiries across these new sales channels.
- Used Shopify’s backend to bridge retail and e-commerce data, ensuring consistent customer support regardless of where the purchase was made.
“With Kustomer, Shopify and Klaviyo working seamlessly together, we’ve transformed our customer service into a proactive, revenue-generating function. This integration simplifies operations and helps us connect with our customers in meaningful ways—whether they buy directly from us or through a retail partner.”— YuJin Yong, VP of Digital, Daily Harvest
How Kustomer and Shopify Work Together
The seamless integration of Kustomer with Shopify allowed Daily Harvest to:
- Centralize customer data: Agents now have a single view of each customer’s order history, upcoming deliveries, and communication history - all in Kustomer, reducing the need for multiple tabs or systems. The action panel within Kustomer also allows agents to take action on Shopify functions directly within Kustomer
- Enable deeper personalization: VIP customers, first-time buyers, and repeat cancellers are automatically identified using Kustomer’s tags, workflows and functions, which help agents provide tailored support.
- Track revenue tied to service interactions: Shopify’s data combined with Kustomer’s reporting enabled precise tracking of refunds, upsells, and service-generated sales, a capability unavailable on their legacy system.
What’s Next for Daily Harvest
Looking ahead, Daily Harvest is focused on further enhancing their customer experience with Kustomer, Shopify, and Klaviyo as the foundation of their operations. Priorities include improving automation and consolidating feedback from platforms like Google Reviews and Trustpilot into Kustomer for actionable insights and quicker responses. They also aim to strengthen omnichannel support by better servicing customers from third-party marketplaces like Amazon and Target Plus, as well as physical retail stores, ensuring consistent service across all channels. Additionally, Daily Harvest plans to drive proactive engagement by using Kustomer insights to reduce churn, tailor offers, and boost subscription growth.
