How FreshLine cut weekly support tickets by 62%
FreshLine is a Boston-based DTC grocery service shipping organic produce to 12 cities. Their 4-person CX team was drowning in repeat questions about delivery windows, refund eligibility, and recipe substitutions.
The challenge
Tickets had crossed 2,400 / week and were growing 18% month over month. Hiring more agents was unsustainable, and the team needed to free senior staff to handle the truly nuanced cases — allergies, missing items, vendor disputes.
What we built
We trained an RAG bot on FreshLine's policy doc, recipe archive, vendor delivery zones, and 18 months of helpdesk data. The bot deployed on the website and WhatsApp, with handoff to Zendesk for refund disputes and allergy questions.
The outcome
Within 8 weeks, weekly ticket volume dropped 62% — from 2,400 to 912. CSAT moved from 4.2 to 4.8. The CX team redirected three full-time agents to retention outreach.