How Dollar Shave Club launched KODIF's new email automation and saw 6x increase in ticket coverage

• 6x Growth in Containment
• 3x Increase in AI Agentic Ticket Coverage
• 70% Target Containment Rate

Challenge

Dollar Shave Club (DSC), a leader in direct-to-consumer grooming, built its brand on convenience and consistency. As the business scaled, support volume grew and agents became overwhelmed.

The team faced:

• High ticket volumes, especially during sales spikes
• Growing subscription management demands
• Customers often skipping self-service and going straight to “talk to agent”
• Manual email handling for the largest support channel

In mid-2024, DSC’s automation could only contain ~10–12% of conversations. Much of the support effort was still manual and reactive, and pre-existing flows lacked the flexibility or coverage needed to handle more complex customer issues.

Key challenges included:

• Fragmented email automation with poor containment
• No clear reporting on policy effectiveness

"Containment is great, but quality matters just as much. KODIF's tools let us scale while still delivering on-brand, helpful responses."

Jack Dukesherer
Sr. Manager, Member Engagement Ops

Solution

Phase 1

Build best-in-class AI agent for chat channel

• Migrated from flow-based to policy-driven AI agent for chat
• Enabled real-time chat resolution for 24.7K+ conversations
• Integrated with their ecommerce platform, CRM, and Shipment/Delivery tools
• Enabled personalization with pre-agent guidance bubbles

Phase 2

Launch email automation

• Migrated from flow-based to policy-driven AI agent for email
• Mirrored the same complex tier 2 ticket types for email as we did with chat to ensure a seamless customer experience
• With their new policy-based FAQ automation, we saw a strategic opportunity to drive higher containment and reduce agent load from repeatable inquiries

Next Up

Dollar Shave Club is continuing to scale its automation efforts without compromising experience or clarity:

• Targeting >70% containment rate across channels
• Expanding AI agent capabilities to increase the number of subscriptions and customer lifetime value (CLV)
• Leveraging AI agents for pre-sales engagement with the customers improving add-to-cart, and increasing conversion.