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Healthy Meal Kit Company Increases Conversions on Social Ads During the Pandemic

Joseph Unson
May 5, 2022
Factor, a healthy meal kit company, grew during the COVID-19 pandemic. This growth brought along a CX challenge but also an opportunity to drive sales.

Factor: An Overview

Factor is a leading US-based healthy meal delivery service. They offer chef-prepared meal plans and deliver them straight to your doorstep. Their dishes are also dietitian-designed to deliver nutrient-rich and delicious meal pairings. 

By offering new weekly menus, Factor offers their customers lots of variety. These menus also cater to different dietary preferences—Keto, Calorie-Smart, Vegan & Veggie.

Factor's high-quality ingredients aren't frozen or from the local grocery store. They source organic produce from trusted partners and fresh ingredients, like chia, green beans, and oats, free of antibiotics, hormones, GMOs, and refined sugars.


How Factor's Meal Kit Delivery Service Works

You have a wide range of options. Whether customers follow carb-conscious or plant-based plans, Factor always has new recipes for different dietary restrictions:


All you have to do is choose from your favorite recipes. They have options that make use of organic ingredients, lean meats, and pescatarian-friendly:


Factor can customize your weekly meals based on your order history and taste if they're not available. 

There's no grocery shopping or meal prep. Factor's chefs craft your meals and deliver them straight to your door. All you need to do is heat your pre-made/ready meal. 

Factor saves you time and money. You can pause, cancel, or change your meal plan at any time, allowing you to try without commitments.

They also do business sustainably. Factor complies with FDA and USDA standards. To avoid food waste, they donate their surplus and use recyclable packaging.

 Factor has available add-ons, but for an extra fee. These include soups, smoothies, flatbreads, various snacks, etc.


Growth During the COVID-19 Pandemic

Due to the coronavirus pandemic, many people are stuck at home. This creates a need for healthy meal options, which Factor delivers. To address this need, the company experienced a surge of growth during the pandemic.


Factor's Problem

This growth in sales brought on customer service challenges. To promote their healthy meals, Factor ran many ads on Facebook and Instagram. These ads attract a lot of presale questions about their menu, pricing, and subscription services.

Factor needed 24/7 support to respond to customer inquiries to address the influx of questions.


Their Around-The-Clock Solution

Factor now uses Chatdesk Teams to provide their customers 24/7 responses during weeknight after-hours and weekends.

Example Facebook conversation between Factor customer and Chatdesk Expert.

With help from Chatdesk's Experts, Factor established its robust customer support infrastructure across Facebook and Instagram. This added support helped the company drive conversions from their social ads by 10%+. 

Example Instagram conversation between Factor customer and Chatdesk Expert.

Factor's efforts to provide their consumers with a positive experience pushed them to reach a revenue of $100 million in 2020. HelloFresh then acquired them for $277 million.

Schedule a demo here if you want to see first-hand how Chatdesk Teams can help you drive conversions, revenue, and growth for your business.

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