How Fellow scaled their support and streamlined operations with KODIF

• 63% Chats Contained
• 87% FAQ Resolution
• 97% Copilot Accuracy

Challenge

Fellow, known for their beautifully designed coffee gear, was feeling the heat behind the scenes.

Despite diligent work to give customers the support they deserved, rising demand left them looking for ways to address customer concerns more efficiently.

Here’s what they were up against:

• Cancellations required manual back-and-forth between Shopify and their warehouse.
• Tier-one tickets were piling up, eating into agent time.
• Seasonal surges (hello, Q4) meant a scramble to hire and train temp staff.
• Support complexity was rising in preparation for the launch of their Espresso Series 1 espresso machine and pre-order.
• Agents were stretched thin, with less time for high-value conversations.

They needed a solution that could scale without burning out the team.

"KODIF really has been a game changer for us. It has allowed us to focus on the high-touch, truly valuable conversations during the holiday season."

Andrew Martin, Customer Experience Lead

Solution

That’s where KODIF came in. Together, we rolled out a layered AI solution to tackle Fellow’s challenges from all angles. To reduce agent workload, the team prioritized scaling AI-Agent support for tier 1 tickets, including:

• Address changes
• Order cancellations
• Retroactive discount processing via agent-assist
• Warranty claim intake

We also built a custom warranty flow that collects detailed context upfront, reducing agent handle time and requiring less information from customers when they reach an agent.

• KODIF’s CoPilot equips agents with instant, AI-suggested responses and real-time policy checks, cutting resolution times and helping new agents learn how to properly respond to customers quickly.
• KODIF’s AI interprets customer intent and pulls precise answers from Fellow’s help center and internal docs, so responses are accurate, fast, and always on-brand.
• Agents now use one-click shortcuts and simple commands to update orders, issue refunds, or check policy—no more tab switching or manual searches.

But, we didn’t just automate, we improved workflows:

• Faster, easier cancellations
• Streamlined warranty handling
• Fully hands-off address changes

And the results came fast.

“It’s been impactful—the level of customer context we get upfront has boosted efficiency a lot.”

Fewer tickets now reach agents, and when they do, rich context enables faster resolutions.

Consistent policies and freed-up agent time mean more focus on complex or high-impact conversations.

“Address changes and cancellations? Completely automated. I haven’t thought about a cancellation in ages.”

The AI even helps customers learn new things and resolve issues on their own.

“The Chat AI Agent can walk someone through calibrating their grinder—it's super resourceful with the right inputs.”

What made this partnership work?

• Clear KPIs (containment, CSAT, policy efficiency)
• Tight collaboration between teams
• A shared mindset of continuous improvement

…all with a focus on customer and agent experience.

Next Up

Fellow’s not slowing down.

• Moving the Chat AI Agent to the main website to drive both support and conversions
• Expanding AI support to the wholesale site with a tailored knowledge base
• 2025 upgrades: Aftership integration, automated email policy handling, video uploads, and live chat for complex queries

However, the goal isn’t to automate everything away. It’s to give real, live Fellow agents more bandwidth to focus on the complex, nuanced challenges where human expertise matters most.

By letting KODIF handle the repetitive questions, Fellow’s team can spend more time on what sets them apart: delivering real, thoughtful, high-touch experiences.

Fellow’s story shows that automation doesn’t replace people—it makes them better.