Customer support · Production

Daily Harvest doubles agent productivity and grows weekly revenue 10% with Kustomer

The problem

Daily Harvest needed to scale customer service operations as it expanded from DTC to national retail, manage omnichannel inquiries across multiple platforms, and centralize customer data while migrating from a homegrown system to a modern tech stack.

First attempt

The legacy homegrown system could not centralize customer data across channels or track revenue tied to service interactions, and it lacked the automation capabilities needed for omnichannel growth.

Workflow diagram · grounded in source
1
Customer inquiry initiated
trigger
“manage customer inquiries across expanding sales channels, including retail stores like Costco, Kroger and Target”
2
AI voice automation handles calls
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…”
3
Self-service and FAQ deflection
ai_action
“A significant drop in conversations per order, enabled by Kustomer's self-service tools, automated FAQs, and Shopify's intuitive features”
4
Unified customer context surfaced
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. The action panel within Kustomer also allows agents to take…”
5
Proactive subscription upsell
human_review
“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”
6
Revenue tied to service tracked
output
“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 achieved 2x agent productivity and a 10% increase in weekly revenue, with 31% of inbound phone calls automated and CSAT maintained in the high 80s to mid-90s, transforming customer service from a reactive function into a proactive revenue-driving channel.

Reported metrics
Agent productivity2x
Weekly revenue10%
Inbound phone calls involving automation31%
CSAT scorehigh 80s to mid-90s
Show all 7 reported metrics
agent productivity2x
weekly revenue10%
inbound phone calls involving automation31%
CSAT scorehigh 80s to mid-90s
conversations per ordersignificant drop
one-touch resolution rateincreased
average resolution timereduced
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 achieved 2x agent productivity and a 10% increase in weekly revenue, with 31% of inbound phone calls automated and CSAT maintained in the high 80s to mid-90s, transforming customer service from a reactiv…

What tools did this team use?

Kustomer, Flip, Shopify, Klaviyo.

What results were reported?

Agent productivity: 2x; Weekly revenue: 10%; Inbound phone calls involving automation: 31%; CSAT score: high 80s to mid-90s (source-reported, not independently verified).

What failed first in this deployment?

The legacy homegrown system could not centralize customer data across channels or track revenue tied to service interactions, and it lacked the automation capabilities needed for omnichannel growth.

How is this customer support AI workflow structured?

Customer inquiry initiated → AI voice automation handles calls → Self-service and FAQ deflection → Unified customer context surfaced → Proactive subscription upsell → Revenue tied to service tracked.

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