The Situation

Höffner is a German furniture retailer. Founded in 1874 by Rudolf Höffner, it became Berlin’s biggest furniture retailer. Based in the eastern part of Berlin, the company ceased to operate after 1945. In 1967 Kurt Krieger bought the rights to the name “Höffner” and the retail brand became a part of the Krieger Gruppe.

With over 110 years of experience, Krieger Gruppe has 80 locations, employs 11,000 people and generates over €2 billion in annual turnover. The Group includes retail, logistics, media and digital agencies and project development and shopping center management. Höffner sits within the retail arm of the Krieger Gruppe that includes brands such as Möbel Kraft, Sconto and Sofa.de. 

Retail is Krieger Gruppe’s biggest industry growth sector. With the recent boom of eCommerce, Krieger is focused on ways to grow and improve their online business and improve their customer experience. 

Traditionally, the customer service department relied on telephone and email to funnel customer requests into effectively 25 service agents that managed 170,000 support requests a month on average and covered 6 languages.

The Challenge

As the online business grew, the customer service team found themselves drowning in repetitive, common requests. Typical requests included delivery times, returns, invoice and product-related questions. The customer service team needed a better way to deal with the common requests and looked to automation that would allow them to scale their service offering while their online business grew. They needed a solution that would also give them flexibility to seamlessly meet unexpected peak times. 

An extra challenge the team faced, and had to consider when looking for possible technology solutions to help them manage their workload, was their need to easily integrate all of their customer service technology stack together. They wanted to balance having a setup that was sophisticated enough to help them improve their efficiency and effectiveness but still easy enough for them to own and maintain on an ongoing basis.

The Solution

As a progressive and forward looking company, Höffner knew that technology could help them achieve their goal of growing while still maintaining a high service level in the most efficient and cost effective way. After careful consideration, Höffner selected Dixa’s chatbot solution to enable their customers to self-serve and find answers easily and effectively.

With Dixa, Höffner learned they could start quickly, analyze the data being gathered through every conversation, and continue to improve their customer service experience in a highly secure way. The Dixa team built an integration so that Höffner’s chatbot can read CSV files that are managed and updated from Höffners existing customer service tools. Onboarding only took 1 week and their chatbot was built, tested and live within 3 weeks. 

Höffner-Assistent now guides customers to find the answers to common questions and the service agents have the valuable time they need to deal with the more complex customer queries. Starting with Höffner’s bot in November 2021, Krieger Gruppe launched chatbots for Möbel Kraft and Sconto within 30 days from first launch. Höffner now has a total of 6 chatbots across all their brands.

Looking to improve the customer experience from initial automated conversation to order delivery, Krieger Gruppe also decided to combine the power of Dixa with that of PAQATO, the all-in-one tool for the parcel journey. The Dixa-PAQATO integration makes it easy for companies to use the customer data they have to create a seamless delivery experience. Using the power of automation, customers receive personalized package journey communications and customer service agents can avoid those ‘where’s my package’ calls. Customers receive instant status updates throughout the entire post purchase journey to create an exceptional customer service experience. In Höffner’s case, delivery times are now accurately communicated to customers so they know exactly where their package is en route and when they can expect to receive it.

Höffner are currently planning to build deeper integrations with Dixa’s chatbot functions that allow users to request things such as delivery information, payment status, or furniture availability in a specific store to further drive the level of automation.

The Situation

Nom Nom is a pet health company that offers fresh, human-grade food, crafted by a board certified veterinary nutritionist™ to be optimal for most dogs and cats.

Since they offer a best-in-class premium product, their customer support has to follow suit. With that in mind, Nom Nom tries to be exceptionally personal; they view every interaction as a chance to further develop a relationship with a customer.

The Challenge

In early 2019 the Nom Nom Customer Experience team consisted of 4 members of leadership and 6 agents. There was a certain imbalance before Cory Osiborski was brought in to be the new manager of a team that needed to be scaled.  

When he arrived, the discussions were already taking place between Nom Nom and Dixa; it seemed like Dixa had the answers to the big questions being asked.

The first was, ‘how reliable is our data?’. Cory remembers what it was like before Dixa:

He wanted an analytical solution that could deliver all of the standard customer experience metrics,with consistency, and in real time, but with additional firepower. The other key question that was being asked was ‘how is our template usage affecting our Customer Satisfaction (CSAT)?’. 

Finding the balance between speed and personalization – whilst delivering exceptional customer service – was a must. Because they use a lot of templates, they needed to find a way to analyze each one to see how personalization was affecting key metrics and to consistently delight their customers. The perfect balance: personalized care, delivered at pace.

The Solution

With the help of Dixa’s Business Insights, Nom Nom has quadrupled the team of 6 agents to 24 in just 12 months. The initial selling point was Template Analysis on Business Insights. Cory was delighted to discover that Nom Nom actually had a great template library; but Dixa would enable them to keep improving it for his customers.

Dixa’s Business Insights was also able to make their woes of not having access to reliable data in real time disappear.

And, as the team grows, Cory is now looking forward to expanding Dixa’s Business Insights’ usage to the rest of the team and brainstorming on what decision to make based on their data.

The reality is, however, that the team had already grown significantly to cope with demand. Last year, the team witnessed 77,000 tickets come through the system. It only took until July of the following year to reach the same number. Of course, scaling a team means implementing more scalable processes.

So quality assurance was the next big challenge to tackle. After trling an offer from another company, Cory decided that it was much more valuable to use Dixa’s Quality Assurance. Having always run his team with only the necessities he didn’t want to waste precious resources. 

All-in-one functionality for customer experience data analysis

Cory boasts an exceptionally high employee retention rate. He believes this is down to keeping his reps engaged through regular, automatically generated performance reviews through Dixa. “I have really great, engaged reps – and they want to know who they’re doing. Being able to send this email to them on a weekly basis is to say, ‘hey, this is how you’re doing, this is where you are,’ is the part I”m so incredibly excited about.”

The second focus as our partnership continues, is quality assurance. The ‘calibration’ functionality on Dixa’s Quality Assurance was something that wasn’t offered by competitors. Cory’s looking forward to using it more and more as his team grows. hey now have a dedicated quality assurance team lead!.

The Situation

Royal Design Group was founded in 1999 and offers high-quality brand items and more than 50,000 designer products from over one hundred renowned designer brands. Royal Design group is owned by Egmont who also owns companies such as Story House Egmont, Nordisk Film, TV 2 in Norway and publishing houses Lindhardt og Ringhof in Denmark and Cappelen Damm in Norway.

The Challenge

As an established destination for Scandinavian and European designer home goods, Royal Design had the in-store customer experience covered, but they were struggling to bring their digital CX up to their high standards. They were using different systems for every communication channel and different phone systems for different offices. This not only made for a chaotic agent working experience but also made it difficult to get a complete overview of each team’s performance and contact volume. This made it difficult to order to provide the level of customer care that was in line with their brand.

They were struggling to build strong relationships with their customers because they lacked oversight across channels and past conversations. Agents could only be present on one channel at a time, which meant that inquiries were not getting prioritized based on importance, and there were backlogs on channels which caused delays in response times. This lack of oversight also made it difficult to recognize patterns in customer queries and make adjustments and optimizations based on this. They needed a cloud-based customer service platform that could be used across all channels and by external partners if necessary.

The Solution

Providing a better agent and customer experience

Dixa’s omnichannel capabilities have allowed Royal Design to connect every channel and eliminate the chaos caused by using multiple systems for a patchwork solution. They can now deliver a unified and personalized CX and forge deeper connections with their customers making for an increase in repeat customers and agent satisfaction.

Automatically prioritizing the most important queries

Dixa allows Royal Design agents to be present on all channels at once instead of just one channel at a time, meaning the most important queries get answered first. Plus, there’s no build up or backlog on certain channels over others. They use Dixa’s automatic routing so that the most important queries get answered first and questions automatically get assigned to whoever is best able to help with a query.

Improving efficiency for better service

Team leaders have been able to harness Dixa’s powerful analytics to ensure their teams are working more efficiently than before. They can now staff based on customer behavior and needs, which has allowed them to improve their response times on all channels dramatically. With Dixa, Royal Design has been able to increase calls answered by 87.3% over the previous year with the same amount of staff.

Using customer insights to optimize processes

Royal Design has improved routines and processes in all departments by regularly analyzing reason codes from customer queries. Having access to insights into customer behavior and data allows them to continuously make improvements to their CX.

Fostering professional growth

Team leaders are able to coach agents in real time by continuously analyzing and tracking activity and outcomes from within Dixa. This has allowed the teams to grow professionally and increased the level of service they can offer. Plus, existing staff find Dixa easy to use and new staff find it easy to learn.

The Challenge

As a new, fast-growing business, it was important for Honest Baby Clothing to establish themselves as not only highly-responsive and trustworthy but also a company that takes the time to build relationships with their customers. Their customer base chooses to shop with them because they care deeply about finding the right products for their kids and the environment, and as part of this, they have a lot of questions, and their purchase decisions require a high degree of trust. Plus, startting an ecommerce business during COVID-19 meant more customer queries around shipping and order status than usual.

They needed a customer service platform that integrated with Shopify to prevent any crossed wires and save their team time. Flexibility and ease of use were two of the main reasons they chose Dixa above other support platforms

The Solution

Delivering real-time personalized CX since day 1

A highly-engaged customer base with lots of questions meant that it was vital that Honest Baby deliver fast and personalized support from the start. Having all conversations, regardless of the channel, in one place means that agents have time to deliver personalized real-time support and build trust with their customers instead of having to flit back and forth between systems for a full customer overview. The team loves how easy telephony is in Dixa and the Simultaneous Ring feature means that they can continue to take calls while away from their desks for more flexibility.

Offering seamless service with the Shopify integration

Dixa’s Shopify integration has meant that agents can easily access info like order history, tracking numbers and shipping addresses when customers have questions about their order status. COVID-19 has resulted in some shipping delays and lost packages, so Dixa’s Side Conversations’ feature helps to provide context and ensure that no customer has to repeat themselves. The Follow-up feature is an easy way to keep track of customers who need shipping updates or information on back-ordered items and the team uses this to ensure no customer queries slip through the cracks.

Easy admin & onboarding with the no-code solution

Dixa’s “straightforward and intuitive” interface meant that the team had no problem getting it up and running with no technical help. Plus, they’re able to utilize the visual Drag and Drop Flow Builder to optimize their setup in real-time without any IT assistance. Finally, they were able to train their agents remotely in just 4 hours.

Access to powerful & meaningful data for easy reporting

Dixa’s Conversation Tagging feature makes it easy to divvy up customer queries by topic and find patterns in the questions, allowing for ongoing optimization of the ecommerce store. The in-depth analytics make it simple to relay valuable information back to their parent company.

The Challenge

Before 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.

The Solution

Better insights lead to better fulfillment processes

Dixa enables lnterflora to separate their support stats for assisting their customers vs. assisting their partners. This gives them invaluable insights into how their operations and customer support is doing on a minute by minute basis towards their two main customer segments. With insights on the number of times each flower shop contacts them, Dixa makes it easier for lnterflora to identify operational issues and streamline fulfillment processes, which leads to more business.

A personalized customer experience

lnterflora’s support team is now automatically able to see each customer’s order and conversation history, regardless of the channel the customer chose to contact the company on. Having more context on the customer at hand allows lnterflora’s team to solve customer issues faster and with a personal touch, making for much happier customers.

Customers can now get help instantly online

Interflora implemented chat right before Valentine’s Day, one of the busiest days of the year for the brand. At a time of year when receiving your order on time is imperative, adding chat gave customers an additional option to get in touch with Interflora’s support instantly when a problem or question presented itself. Live chat allows Interflora’s agents to multitask when waiting for replies, increasing agent efficiency while simultaneously offering customers a better online shopping experience.

No upkeep costs & time saved in IT

Since Dixa runs in the cloud there’s no maintenance or upkeep required from lnterflora. lnterflora’s IT department is no longer involved in configuring their setup. Tasks such as editing IVR menus, automatic call distribution, adding users and much more is now done by admins in Subscription & Customer Services. This makes it easier to implement quick changes in a more timely manner and requires less effort.

Happier & more efficient employees

Since reps no longer need desk phones with Dixa, the sound of constant ringing phones, something lnterflora previously suffered from, finally ceased. A quieter work environment in addition to the fact that reps could finally work from home, has led to higher employee satisfaction, a more motivated team and better overall performance.

The Situation

Organic Basics is a digitally-born, sustainable clothing brand founded in Copenhagen, Denmark. In an effort to disrupt the wasteful fashion industry, Organic Basics set out to create a more sustainable alternative to modern lifestyle and fashion brands. Designed with simplicity and function in mind, their everyday essentials are made from organic and recycled materials that last longer and result in a smaller environmental footprint.

The Challenge

From the beginning, Organic Basics aimed to not only create sustainable high-quality essentials but also grow a close community of customers devoted to making better environmentally-minded decisions when it comes to fashion to fight the rampant waste that exists in the industry today. In order to accomplish this, Organic Basics set out to create close relationships with their customers with the goal of being friends with them because friendship fosters strong trust and loyalty. Two invaluable components of a customer-brand relationship.

This proved to be quite challenging given their existing customer service software which resulted in scattered data, siloed communication channels, and inefficiencies across the board. For a young brand experiencing massive growth, this created a challenging work environment for Organic Basic’s Customer Love team. Agents were constantly having to check several different tools and systems to avoid making the customer repeat themselves and delivering an impersonal customer experience. This resulted in longer handling times and a frustrating working experience for agents.

Their previous software was also complex and made it difficult to get an overview of the entire customer service journey. It didn’t allow for easy alterations or changes and often required technical resources from other departments. Being a digitally-native, data-driven brand, having data scattered and lacking the ability to make effortless changes to their setup led Organic Basics to seek out alternatives that better aligned with their goals and brand vision.

The Solution

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.

Strong CX conversion rates

Since Dixa is channel-neutral, it’s easy for Organic Basics agents to be multichannel and seamlessly switch between channels to help customers. In doing so, Organic Basics is able to observe which channels their customers prefer and how they use each of them. By measuring how many customers end up placing an order within 24 hours of speaking to the Customer Love team, Organic Basics can see which channels tend to drive the highest conversion rates and found that chat had the highest with a 25% conversion rate. As a result, Organic Basics decided to increase their hours on chat because they know their customers preferred it, and being available on chat pays off in sales – especially around the holidays.

Data-driven CX optimizations

Being a digitally-native organization having unified data is extremely important to Organic Basics, especially as they scale. For the Customer Love team, Dixa’s analytics helps them gain a more holistic view of their customer service performance on a regular basis. More specifically, this data helps Organic Basics identify potential touchpoints in their customer journey that are causing friction for customers, what agents are spending the most time on, what tasks should be automated when they need to hire more agents, product trends, and more. On many occasions, insights gained through Dixa have led to optimizations in their operations and improvements in their overall customer experience. These optimizations and increases in efficiency are what have enabled Organic Basics to grow their business by 250% while only scaling their support by 83% in 2020.

Stronger customer friendships & loyalty

Lastly, Dixa gives Organic Basics the tools to deliver a customer experience that is in line with their brand values. By unifying their support channels, making use of customer data, and automating as much as possible, Organic Basics is able to provide customers with a highly personal, human experience that scales. In doing so, the brand is able to develop stronger relationships with each customer and drive positive word of mouth amongst their customers along with raving reviews.