Sunbasket fans help and inspire other foodies

Case Study |

Sunbasket logo

San Francisco-based meal kit delivery service uses GigCX to support customers, and to innovate its product offering.

Customers serving customers is a winning outcome. The personal experience and connection these customer experts have with our brand leads to genuine and authentic help for the customers they assist. It also provides insight and situational awareness for our internal customer service organization, and enhances their connection to Sunbasket.

Brett Frazer, Vice President of Customer Service, Sunbasket

The Challenge

Sunbasket is a fast-growing subscription meal delivery service, focused on helping busy people eat high quality, sustainable, healthy, and delicious meals. Offering a huge choice of different meal plans, inspired by professional chefs, Sunbasket has cultivated a loyal customer base who love the brand and what they represent.

Keeping these passionate fans happy by providing fast and flexible customer service is therefore of huge importance to Sunbasket. They are always looking for quick and hassle-free solutions to customer problems so that they can continue to maintain responsibility to the bottom line of Sunbasket from both a customer and business perspective.

The Solution

Sunbasket has championed the Limitless GigCX solution since 2018, Using the CrowdService solution, Sunbasket has been able to tap into their most passionate customers for help with answering the queries of other customers. Sunbasket Experts help answer questions on a multitude of subjects including meal kit deliveries, meal plan options, and subscriptions, with a level of empathy and care, that only customers can provide.

Sunbasket has also expanded the use of their gig Experts, to test new features and updates on their website and provide feedback. Leveraging Experts for on-demand testing and focus group research has enabled the company to gather actionable insights for its product and marketing teams.

Finally, they have also recently trialed using their Experts to drive online signups through social media ads. Through a messenger app, Sunbasket Experts engage with prospects and convert them to subscribers. The initial results have been encouraging and Sunbasket now has plans to scale this to support more digital acquisition initiatives.

The Impact

The success of the partnership to date has seen Limitless double its pool of Experts supporting Sunbasket customers

Customer satisfaction scores have trended consistently at 80% or above

Expert satisfaction has been consistently high with over 90% of Experts happy to recommend GigCX to family or friends. Many consider being part of the Sunbasket family and helping others as special.

Solution used:

  • Acquire
  • Support

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