Dixa
Overview
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HQ Location
Denmark
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Year Founded
2015
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Company Type
Private
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Revenue
$10-100m
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Employees
201 - 1,000
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Website
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Twitter Handle
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Company Description
Dixa enables companies to deliver customer service as it is meant to be. We help customer service leaders to create effortless experiences for customers and teams that unlock loyalty. Dixa’s Conversational Customer Service Platform combines powerful AI with a human touch to deliver a highly-personalized service experience that scales.
Dixa powers more than 30 million conversations a year and is trusted by leading brands such as Interflora, On, Wise, Deezer, Rapha, Too Good to Go, Hello Print, and Wistia.
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Case Studies.
Case Study
How Globetrotter successfully increased its self-service rate in times of high demand
Globetrotter, a leading outdoor retailer in Europe, was facing challenges with its service department. The department was operating at maximum capacity and was not equipped to scale. The company was struggling to automate and digitize the service department to meet customer expectations of 24/7 support. The situation was exacerbated by the Covid-19 pandemic, which led to a shift from in-store to online shopping, resulting in an increased demand for support. Prior to implementing a solution, the service department was overwhelmed with the number of requests coming in via phone and email. They were also struggling to set up the right tools and structure to support the team in their daily work.
Case Study
How Fintiba achieved a self-service rate of 75% and cut ticket handling time by 20%
Fintiba, a fintech company, was struggling with high demand during students’ back-to-university season twice a year. They were often approached multiple times by the same customer through different channels resulting in inefficient ticket handling. Moreover, their support team was lacking the time to address more complex cases requiring the human factor, due to being swamped by repetitive tickets regarding simpler issues. Many customers are under pressure and can feel emotional when f.e. their visa has been declined or their embassy appointment cancelled. In these cases, the contact with a human support agent is important for them, as they will be able to resolve their requests with a high degree of empathy.
Case Study
How Creditplus achieved 85%+ CSAT through service automation
Creditplus, a consumer credit bank based in Stuttgart, Germany, was facing challenges in increasing efficiency in their support team. They were struggling to receive the correct data from their customers in one single step. They also aimed to develop an omnichannel strategy while offering their customers a holistic service experience. The bank wanted to provide fast and efficient 24/7 service for repetitive customer requests and improve the user experience for customers communicating changes on their accounts or credits.
Case Study
How musicMagpie cut live chat waiting times by 88% during COVID-19
musicMagpie, a UK-based online retailer that buys and sells refurbished electronics and second-hand computer games, consoles, books, films and music, experienced a steep ticket increase of 35% during the COVID-19 crisis. This sudden surge in customer requests had a significant impact on their previously low live chat waiting times, which rose from an average of just 60 seconds per user to a staggering 8 minutes. The support team struggled to keep up with the rising number of incoming requests, which were mostly repetitive requests such as order status, payment status and return status that make up 40% of requests. To maintain their exceptionally high CSAT scores, musicMagpie decided to automate their customer service strategy.
