The Situation

Too Good To Go, the worlds #1 app for fighting food waste, was founded in 2015 in Denmark and has since expanded to twelve countries. Through their app, Too Good To Go connects users with restaurants nearby, allowing them to purchase the excess food that would otherwise be thrown away, thirty minutes before closing hours at a discounted price. But Too Good To Go is not just an app, it’s a movement to end food waste and make a difference in the world. Together with their users, Too Good To Go has already saved millions of meals from being wasted.

The Challenge

Being at the forefront of the food waste movement, Too Good To Go has been on an incredible growth journey boasting over 22 million downloads and saving even more meals from being wasted. Because of this, Too Good To Go needed customer service software that could serve both their developed markets and emerging markets.

Too Good To Go had been using Zendesk, which was too complex for emerging markets and had never been fully integrated into the company. Additionally, many locations were using local phone providers, which contributed to the difficulty in gaining a complete overview of each team’s performance and contact volume. This made it hard to optimize Too Good To Go’s customer experience.

This also meant that their communication channels and customer data were scattered across several systems. This made it difficult to track and get updates on customer interactions. Finding a new system that could help them consolidate their existing setup and easily keep track each customer’s communication history on all channels with Too Good To Go was top of mind. This would also allow them to work in a more structured manner across different countries.


Even though Too Good To Go is seen as a strictly B2C business, their business relies on their ability to work with thousands of restaurants and shops around the world. Additionally, the communication channels needed to get in touch with busy restaurants are often different from those preferred by customers, which also differ from country to country. Because of this, Too Good To Go needed the ability to custom tailor support experiences for their partners and their users by country while using the same system. This meant finding software that allowed them to add or remove channels with ease and automatically route inquiries to the best suited agent based on specific rules they could set themselves.

The Solution

One tool for all

Too Good to Go can now roll out Dixa in emerging countries in a matter of days by copying existing setups and making minor alterations that suit each new market. Additionally, it only takes Too Good To Go one and a half hours to train new agents and minutes to add new support channels due to Dixa’s user friendly interface. This is something that has made it tremendously easier for Too Good To Go to enter new countries and go live in no time. Dixa gives Too Good To Go the structure and flexibility to expand their business internationally without compromising their customer experience.

Better insights for better customer experiences

By having one customer service system for all communication channels worldwide, Too Good To Go can get a holistic overview of their performance across channels and gain insight into what their customers are actually contacting them about through the use of tags and intelligent routing. This data helps Too Good To Go understand points of friction in the customer journey and make informed decisions on what improvements their tech team should focus on making in their app. Utilizing Dixa’s data in this manner has helped Too Good To Go implement improvements that enhance their customer experience and make them more efficient from an operational point of view at the same time.

More engaged support teams

Dixa provides Too Good To Go’s agents with a modern, intuitive tool as opposed to their previous software, which was clunky, hard to navigate and required more training. Because customer inquiries are automatically routed to agents through a notification in Dixa, Too Good To Go’s agents no longer have to sort through their inbox to choose which inquiry they want to answer. This saves them time and eliminates cherry picking in the process. Dixa has also helped bring teams sitting in different countries closer through encouraging knowledge sharing around best practices and ideal setups.

Happier customers

Most of Too Good To Go’s customers reach out to them through their contact form on their website with issues relating to not being able to pick up their meal and needing to be refunded, something they were able to discover by analyzing their conversations in Dixa. As a result, Too Good To Go focused on improving their refund process to require less effort from customers and agents. In doing so, customers got better, faster support and customer satisfaction increased.

The Challenge

Since their launch in 2017, allplants has put a premium on customer service, calling their agents ‘delighters’ and making customer delight a core tenet of their brand. However, their old customer service solution was not flexible enough to support them as their business grew, especially as they wanted to have a more conversational approach to CX and move away from traditional ticketing software. After experiencing a surge of business spurred on by COVID-19, they needed a platform that could help them meet growing demand and also save them time as they scaled their business.

With their previous solution, Livechat was a tricky channel for them, as there were restrictions around how many agents could be online at any time. This impacted their response time, which was frequently 30 seconds or over. Agents were also spending time screen-hopping between their CRM and courier sites in order to access customer data. They also had to manually prioritize all of their incoming inquiries, which was taking hours out of each day and encouraging cherry-picking by agents. In a business where a lot of queries are extremely time-sensitive due to courier dispatch times or kitchen work, this was not ideal. They also put a premium on their agent experience and wanted a platform that would not only improve the customer experience but the agent one as well.

The Solution

Faster response times leading to better CX

Dixa’s integrations with allplants’ CRM and courier sites have allowed agents to cut down on screen-hopping, and halved the number of tabs they need to have open at any one time. As a result, handling time of customer inquiries has been reduced by 2-3 minutes per query, while their live chat response time has been reduced by 70%, making it significantly better than the industry standard of 20 seconds.

Automatic prioritization improving the agent experience

Removing the need for manual prioritizing of conversations has saved agents at least two hours per day –– as a lot of queries are time sensitive against dispatch times or kitchen work this is significant reduction. Response time to urgent queries has decreased on average by 1.5 hours – these are now automatically flagged by Dixa.

Self-service helping to reduce workloads

Some of the most common customer queries can now be self-served, thanks to the introduction of auto-response functionality. This saves time, educates customers on how to use the service and, ultimately, will reduce demand on agents.

Easy overview allows for optimization of processes

Dixa’s dashboards and reporting features ensure that leadership can get a clear overview of performance and trends and make improvements based upon this.