Case Study: tink cuts email response time from 5 days to 50 minutes with Dixa
Key results
The challenge
tink, an ecommerce retailer, faced growing customer volume and repetitive support work while trying to control costs. The team needed to reduce reliance on large seasonal hiring and long email backlogs during peak periods such as Black Friday.
The solution
tink adopted Dixa with AI-driven automation to contain routine email and live-chat conversations and streamline its support operation, reshaping the team around a smaller core supported by working students.
“Don't be afraid. Don't get stuck in the past. Don't fixate on old numbers. The world is changing, the customers are changing, and the numbers are changing.”
RSRoger SandmeierHead of Customer Service, tink
The results, in context
tink cut email response time from five days to 50 minutes and reached a 59% email containment rate and a 70% live chat containment rate. Black Friday seasonal hiring dropped from 80-90 people to about 20.