By considering what customers are trying to achieve, Ditzo decluttered the online service experience. It now focuses on self-service and only presents live channels to solve the most complicated customer questions and problems. This ensures that 90% of all customer conversations are dealt with automatically and that Ditzo receives zero inbound calls. Ditzo has increased customer satisfaction while decreasing service costs at the same time.
“DigitalCX helped us transform our customer service. We now run a stress free operation that keeps costs low and customers happy. By focusing on what customers are trying to achieve we now run an award winning service operation.” – Wouter, Ditzo