D2C; Meal-Kit Delivery
Recipe box company Gousto sends precise ingredients and easy to follow recipe cards directly to homes, delivering over 8 million monthly meals
Gousto scaled rapidly over the past couple of years, making it challenging to quickly understand the voice of the customer from their rapidly growing contacts and acquire customer feedback.
As a company that is customer and data-obsessed across the business, Gousto wanted to explore ways to leverage their free-text data to improve customer experience, drive retention and reduce the need for customers to contact them moving forward.
Gousto identified one key factor when looking for a tool to analyse and pull insight from their customer feedback: The tool must be able to bring accurate, granular insight from all voice of the customer channels including voice calls into one central platform, enabling every team to bring the customer to the forefront of their decision making.
Gousto plugged in each of their voice of the customer channels (from AWS Connect voice calls to CSAT surveys) with SentiSum. With the real-time tagging and categorisation in place, the Gousto team now had an accurate, objective understanding of customer sentiment and the topics driving customer contact.
Gousto teams from across the business—from operations to marketing—now have the ability to self-serve voice of the customer data they can trust. By prioritising access to voice of the customer data, Joe and his team at Gousto have made it easier for everyone in the company to tackle friction points, improve customer experience and make customer-centric decisions.
Working with SentiSum, Gousto is now driving improvements that reduce customer contact and increase retention rates.