Freshpet's Director of Consumer Care, Lisa Diehl, showcased the company's success in leveraging Emplifi's social media management tools to enhance its customer experience strategy. This technological adoption has led to measurable improvements in consumer engagement.
Through the use of Emplifi's solutions, Freshpet successfully reduced consumer call volumes by nearly 40% and decreased wait times to speak with a live agent by 29%. These gains demonstrate improved operational efficiency within the consumer care department.
Additionally, Freshpet's website chatbot, powered by Emplifi’s AI technology, achieved a 97% match-rate for all consumer inquiries. This high accuracy rate indicates that AI is delivering fast and efficient responses, contributing to better customer service and potentially lower operational costs.
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