Subscription-based vegan food company, allplants, is turning to conversational commerce to meet growing demand, adding improvements to customer response and query handling times, as well as increasing the efficiency and happiness of its customer service teams.
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, a conversational commerce specialist, to allow it to keep both customers and staff happy.
Felicity Bell, Head of Delight at allplants explains: “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 reducing handling times to two to three minutes per query, along with livechat response times cut by 70%, making it significantly better than the industry standard of 20 seconds.
The project has also see the 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 times to urgent queries has decreased on average by 1.5 hours – thanks in part to these now being automatically flagged by Dixa.
There have also been 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’.
Mads Fosselius, CEO and Co-Founder of Dixa comments: “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.