Vegan food delivery business allplants rethinks customer service with Dixa, to embrace a growing market opportunity whilst maintaining its relationship-based approach.
Dixa, the conversational customer service specialist, has today announced that fast-growth subscription-based vegan food company, allplants, has implemented its integrated conversational customer service platform to meet rising customer demand. Using Dixa’s platform, allplants has seen considerable improvements to customer response and query handling times, as well as an increase in efficiency and happiness levels of its customer service team.
allplants, founded in 2017, is a plant-based food delivery company, offering chef-made meals to households and workplaces across the UK. At a time when consumers are seeking greater choice and availability of healthy, easy-to-prepare meals, the company has seen a huge spike in subscriptions and orders. During the week when the UK lockdown was announced in March this year, the company experienced a 400% acquisition rate. It quickly realised that its existing ticket-based customer service platform was overworked with detailed, time-sensitive enquiries from customers and turned to Dixa to allow it to keep both customers and staff happy.
Felicity Bell, Head of Delight at allplants said “We call our customer service team ‘delighters’, and they go to great lengths to build strong and personal relationships with our customers. We’ve built the brand on our ability to meet and exceed customer expectations, and maintaining this approach was non-negotiable. But we also needed a customer service platform that could keep pace with our growth, as well as the evolving demands of our customers. So far we’ve been delighted with the results.”
Following a swift and painless transition to the Dixa platform, allplants has been able to deliver a range of customer service improvements including:
- Handling time of customer enquiries reduced by 2-3 minutes per query.
- Livechat response time reduced by 70%, making it significantly better than the industry standard of 20 seconds.
- Removal of the need for manual prioritising of tickets or conversations has saved ‘delighters’ at least two hours per day – in a world where 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.
- Integrations with CRM and courier sites have allowed ‘delighters’ to cut down on “screen hopping”, and halved the number of tabs they need to have open at any one time. This allows them to dedicate more attention to the customer and their issue.
- 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 the ‘delighters’.
Dixa is a conversational customer service platform that unifies customer communication methods into one simple dashboard for agents, eliminating the need for ticket-based systems. Dixa automatically sorts enquiries based on urgency and assigns them to the correct agent. The platform allows agents to see all customer information, including previous conversations, so that agents have all the information they need to resolve a query, and customers are not made to repeat themselves.
Mads Fosselius, CEO and Co-Founder of Dixa said, “The Dixa platform allows brands, such as allplants, to achieve exceptional experiences for agents and customers alike, and to create friendships with their customers – ultimately making conversations valuable and profitable and boosting customer lifetime value, satisfaction and loyalty. As allplants continues to grow, we are excited to be part of that journey by supporting the ‘delighters’ in their mission of bringing tasty, plant-based meals to more households across the world.”
Using Dixa’s software, allplants is now able to collect and act upon a broader range of customer satisfaction feedback. This will allow the company to scale-up very quickly around customer peaks, such as Veganuary, whilst anticipating any potential customer issues.
Established in Copenhagen, Denmark in 2015, Dixa was founded on the principle that there must be a better way to do customer service, one that not only allowed for exceptional experiences for agents and customers alike, but that allowed brands to create friendships with their customers. Since then the company has seen a 1,800% increase in monthly revenue and grown from 12 to 120 employees across 5 offices in Copenhagen, London, Berlin, Kyiv, and Lviv. In February 2020 the company raised $36 million (approx €32.5 million) in Series B funding. For more information go to: www.dixa.com
Led by brothers JP and Alex Petrides, allplants is on a mission to be earth’s favourite source of healthy convenience. Since launching in 2017, its chef-made dinners have been a nationwide hit, with over 1 million meals served and a clean sweep of Great Taste awards. allplants has raised over £12 million and this year launched The Greenhouse, Europe’s largest plant-based kitchen, a 20,000 sq production facility in North London.