Case Study: vidaXL achieves scalable global customer service with babelforce

VidaXL - Customer Case Study

vidaXL, an international retailer, faced significant challenges in managing its complex global customer service operations across multiple countries and languages. Their legacy systems and manual processes were creating friction for customers and hindering growth. The company needed a more flexible infrastructure to maintain service standards and simplify its expansion. To address this, they turned to the No-Code automation platform from babelforce.

By implementing babelforce's solution, vidaXL integrated its telephony with Zendesk, deployed a flexible virtual contact center, and created a sophisticated IVR for customer pre-segmentation. This allowed the company to maintain a 97% service level, reduce its call abandonment rate to just 1%, and significantly cut average handle and wait times. The vendor, babelforce, provided the tools that removed scaling constraints, enabling sustainable growth with a world-class customer experience.

VidaXL

Echo Mao

CS Application & Data Team Leader