How Send a Meal Used Rossy AI to Achieve 99.99% Support Availability for Its BigCommerce Store
Rossy AI helps Send a Meal provide fast, consistent customer support across order, delivery, and shipping inquiries. Customers can receive assistance without depending entirely on staff availability during the online shopping and post-purchase journey.
About Send a Meal
Send a Meal is an eCommerce business offering chef-prepared meals and food gifts delivered nationwide across the United States. Customers can shop for meals for occasions such as birthdays, sympathy, get-well wishes, new babies, and corporate gifting, as well as choose options based on dietary preferences.
The online store is built on BigCommerce and supports online ordering, multiple shipping options, and order tracking. Customers also receive tracking details after their orders ship, making order-status and delivery questions an important part of the customer-support experience.
Rossy AI was implemented to help Send a Meal provide more consistent eCommerce customer support and resolve common order, shipping, and delivery inquiries without requiring staff involvement in every interaction.
What Customer Support Challenges Did Send a Meal Face?
Send a Meal Challenges
High Volume of Order Status Questions
Customers frequently need updates about whether an order has shipped, tracking information, or the expected delivery status.
Delivery & Shipping Questions Required Support
With different shipping speeds and delivery expectations, customers may need assistance understanding tracking, delivery timing, or shipping-related issues. Send a Meal offers standard, expedited, and rush delivery options, making clear support important throughout the fulfillment journey.
Repetitive Inquiries Increased Support Workload
Routine questions about orders, shipping, delivery, products, and customer policies could require staff to repeatedly provide similar information.
Customers Expected Immediate Assistance
eCommerce customers can place orders and check their purchases outside traditional support hours, creating a need for support that is not limited by staff availability.
Some Issues Required Multiple Interactions
When a customer could not get the information needed during the first interaction, additional calls or follow-ups could be required to resolve the issue.
Support Needed to Match the Online Shopping Experience
Send a Meal provides a digital ordering experience through its BigCommerce store, so customer support also needed to be fast and convenient throughout the purchase and post-purchase journey.
How Does Rossy AI Help Send a Meal?
Rossy AI provides Send a Meal customers with always-available assistance for common eCommerce support needs, including order-status, shipping, and delivery inquiries.
The solution helps resolve routine questions during the first interaction while directing situations requiring additional assistance to the appropriate support process.
- ~87%First Contact Resolution Rate
- ~91%Order Status Inquiry Resolution Rate
- ~95%Delivery & Shipping Issue Resolution Rate
- ~99.99%Support Availability Rate
What Changed After Send a Meal Implemented Rossy AI?
Support Availability
Order Status Questions
Shipping Questions
Delivery Issues
First Contact Resolution
Routine Support Workload
Customer ExperienceWhat Does Send a Meal Say About Rossy AI?
Best-in-class support and truly plug-and-play AI
We’ve integrated a lot of apps from the BigCommerce marketplace over the years, and Rossy AI stands out on two fronts: the product itself and the people behind it. The support team has been some of the best we’ve worked with across the entire BigCommerce app ecosystem — responsive, knowledgeable, and genuinely invested in making sure things work for our store. That kind of hands-on partnership is rare. Just as impressive, the app worked right out of the box. We’ve tried other AI answering services that required us to build out extensive playbooks and custom workflows before we could even see value. Rossy was dramatically simpler — it started handling calls and customer questions almost immediately, without the heavy upfront configuration burden.If you’re running a BigCommerce store and considering an AI voice or answering solution, Rossy AI is an easy recommendation. Great product, even better team.
Frequently Asked Questions
What type of business is Send a Meal?
Send a Meal is an eCommerce prepared-meal and food-gifting company offering chef-prepared meals for nationwide delivery in the United States.
What eCommerce platform does Send a Meal use?
Send a Meal’s online store is built on BigCommerce.
What types of customer inquiries does Rossy AI support?
Rossy AI supports common eCommerce inquiries such as order-status questions, shipping information, delivery-related questions, and other routine customer-support needs.
How does Rossy AI help with order-status inquiries?
Rossy AI helps customers get information about their order and guides them toward the appropriate next step when additional assistance is required.
Does Send a Meal provide order tracking?
Yes. Send a Meal states that customers receive tracking information after an order ships, including FedEx tracking details through email and/or SMS.
Does Rossy AI replace Send a Meal’s customer-support team?
No. Rossy AI handles routine and repeatable customer inquiries, while cases requiring human judgment or additional assistance can continue through Send a Meal’s support team.
What does First Contact Resolution Rate mean?
It represents the percentage of customer issues resolved during the initial interaction without requiring an additional customer contact.
What does Support Availability Rate measure?
It represents how consistently Rossy AI is available to provide customer assistance when shoppers or existing customers need support.