Customer support · Production

Daily Harvest transforms customer service into a proactive revenue channel with Kustomer and Shopify

The problem

Daily Harvest needed to scale customer service operations as it expanded from DTC into national retail, while centralizing customer data and modernizing from a homegrown tech stack.

First attempt

Daily Harvest's legacy homegrown system could not track revenue tied to service interactions such as refunds and upsells.

Workflow diagram · grounded in source

Omnichannel inquiry arrives

trigger

“A solution to manage customer inquiries across expanding sales channels, including retail stores like Costco, Kroger and Target”

AI voice automation handles call

ai_action

“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 c…”

Agent views unified customer profile

integration

“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”

Agent takes proactive action

output

“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”

Revenue and service tracking

integration

“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”

Reported outcome

Daily Harvest evolved customer service into a proactive revenue channel, achieving a 10% increase in weekly revenue, automating 31% of inbound phone calls, and maintaining a CSAT score in the high 80s to mid-90s throughout the transformation.

Reported metrics

Weekly revenue increase10%

Inbound phone calls with automation31%

CSAT score maintainedhigh 80s to mid-90s

Conversations per ordersignificant drop in conversations per order

Show all 6 reported metrics

weekly revenue increase10%

inbound phone calls with automation31%

CSAT score maintainedhigh 80s to mid-90s

conversations per ordersignificant drop in conversations per order

one-touch resolution rateIncreased one-touch resolution rates

average resolution timereduced average resolution time

Reported stack

KustomerFlipShopifyKlaviyo

Source

https://www.kustomer.com/customers/daily-harvest

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

Daily Harvest evolved customer service into a proactive revenue channel, achieving a 10% increase in weekly revenue, automating 31% of inbound phone calls, and maintaining a CSAT score in the high 80s to mid-90s throu…

What tools did this team use?

Kustomer, Flip, Shopify, Klaviyo.

What results were reported?

Weekly revenue increase: 10%; Inbound phone calls with automation: 31%; CSAT score maintained: high 80s to mid-90s; Conversations per order: significant drop in conversations per order (source-reported, not independently verified).

What failed first in this deployment?