How Flashfood Transformed Customer Support with Decagon

Flashfood is a mission-driven marketplace dedicated to feeding the planet and reducing food waste by connecting consumers with affordable groceries in surplus or nearing best-by dates. With operations spanning across North America, Flashfood has helped save 130 millions of pounds of food from landfills while saving its shoppers more than $280 million on their groceries.

To support its rapidly expanding audience and scale its impact, Flashfood needed a customer support solution that could handle high ticket volumes, resolve inquiries efficiently, and provide exceptional user experiences. That’s where Decagon came in.

Flashfood’s commitment to sustainability is matched by its dedication to delivering a seamless customer experience. However, the rapid growth of their platform presented significant challenges. They needed to meet customer expectations for fast and accurate responses while managing a rapidly growing user base. Scaling support operations without increasing costs or overburdening their team was another hurdle. Additionally, they faced difficulties addressing complex, high-stakes inquiries, such as refund requests and account-specific issues, without overwhelming their support team.

Flashfood partnered with Decagon to implement a fully AI-driven customer support system capable of managing inquiries across all inquiry types.

Here's what Decagon delivered:

1. 90%+ Deflection across all tickets: Decagon now handles 100% of Flashfood’s customer support tickets, and over 90% of inquiries are resolved without the need for human intervention.
2. Advanced API Integrations: Decagon built API-based workflows to handle complex queries, such as refund requests and account-related inquiries, with precision and efficiency.
3. Sophisticated AI Logic: The AI was equipped with advanced logic to manage challenging workflows, ensuring accurate and consistent resolutions for Flashfood’s unique needs.

Jordan Schenck, President and COO at Flashfood, noted “The Decagon team has been exceptional in helping us build a customer support function that can scale with our business. Their AI solutions handle over 90% of our inquiries, including time-sensitive and complex issues with precision and efficiency. They’ve been responsive and flexible in working with us to tailor their solution to Flashfood, to deliver what our platform needs and what our shoppers deserve. Thanks to this partnership, we’ve been able to focus on the strategic priorities of scaling a business while continuing to deliver outstanding support and service to our loyal shoppers.”

By implementing Decagon’s AI-driven solutions, Flashfood has transformed its customer support operations. The partnership has enabled Flashfood to scale seamlessly, reduce operational costs, and maintain a high standard of service—all while focusing on its mission feed families, not landfills.

With Decagon managing the majority of support tickets, Flashfood’s customer support team can now focus on higher-level, more strategic tasks. Instead of being tied up with routine ticket management, the team is leveraging Decagon’s tools to analyze customer interactions, uncover trends, and gain insights into the voice of the customer. This shift allows Flashfood’s team to proactively address customer needs, refine processes, and drive improvements across the business. The result is a more efficient, impactful support operation that not only meets but exceeds customer expectations.