AI

Dollar Shave Club teams with Kodif for improved customer support

Photo: Adobe Stock

January 3, 2025

Dollar Shave Club has teamed with CX automation provider Kodif and is leveraging Kodif's customer support automation platform to improve customer support.

With 30% to 40% of support tickets being repetitious or routine in nature, the Dollar Shave team sought a solution to efficiently handle these requests without compromising response quality, according to a press release.

Dollar Shave Club is a subscription base e-commerce retailer offering personal grooming items directly to consumers.

In the first phase of the partnership, a Kodif GenAI-powered chatbot resolved 65% of Dollar Shave Club's customer support tickets. Email automation was also deployed, which reduced manual workload for agents.

By identifying trends in customer journeys and providing real-time, actionable data through CX analytics, Dollar Shave Club now has deeper insights to further drive strategic decisions.

"The nice part is it's a 24/7 bot which we've never had before. Next we're moving toward the marketing world where if you're on a specific page you can make specific product recommendations, and even offer discounts." Justin Brown, the chief supply chain officer at Dollar Shave Club, said in the release.

Dollar Shave Club plans to also deploy Kodif's no-code automation policy creation.