Quicker handling times & increased efficiencies
With Dixa, Organic Basics can communicate with customers on phone, email, chat, and messaging channels from one system. Plus, integrations make it possible to display other ecommerce related data from Shopify, tracking information, their in-house returns system, review platforms, and Klaviyo in Dixa. This way agents have everything they need right in front of them to provide a fast and personalized response and no longer have to check other systems to gather context. In this way, Dixa acts as the memory for Organic Basics’ Customer Love team and enables them to talk to customers as they would a friend, always having the latest context right in front of them. Additionally, Dixa’s smart routing and automation features do the ‘thinking’ for agents, automatically prioritizing and routing each conversation to the right agent through a push notification which has eliminated time spent on sorting through messy inboxes. As a result, Dixa has significantly improved the agent experience and resulted in a 2-3 minute reduction in handling time for most post-purchase conversations.