From limited systems in silos to one unified solution for phone, email and chat
Increase in orders processed
Decrease in avg. waiting time
Increase in agent efficiency
ChallengesBefore lnterflora switched to Dixa, they had been using different systems for each support channel (phone and email), which carried high costs and scattered customer data across different systems, making helping customers cumbersome. Additionally, they knew that they’d like to add chat as a channel, but not with their current setup. These systems also lacked real-time and more granular stats. This made it difficult for lnterflora to measure and analyze their customer service efforts in any kind of detail. Finally, lnterflora’s previous, self-hosted solution required hardware in the form of both on-premise servers and desk phones. IT was often required to assist due to its complex setup and the phones made for a very loud office environment, which affected the support team’s ability to assist customers.
Since we switched to Dixa, we have seen improvements in all customer service parameters, despite a sharp increase in the number of orders. Even without increasing headcount, we have improved the number of processed orders, and we are now able to answer 70% of all calls within 30 seconds.”
Iman Safari, Head of Subscribers & Customer Service