Case Study: Dixon Valve boosts customer engagement and closes the customer experience loop with Comm100 Live Chat

Why Dixon chose live chat to increase user engagement and close the customer experience loop

Dixon, a Maryland‑based industrial manufacturer founded in 1916, needed to improve access to customer support to meet its goal of being “the easiest company to do business with.” After evaluating options, Dixon selected Comm100 and implemented Comm100 Live Chat in 2016 to add a real‑time support touchpoint for both B2B and B2C audiences.

Comm100’s easy-to-use agent console, powerful reporting, chat monitoring and canned responses were rolled out quickly, helping agents onboard faster and supervisors track performance. Within 45 days Dixon was handling about 50 chats per day; adoption shifted from 80% end users to a mix of ~50% end users, 40% distributors and 10% technical support, and quarterly reports demonstrate clear ROI and stronger distributor/end‑user connections. Comm100’s solution closed the customer experience loop for Dixon and is being expanded with more agents and broader coverage.

Dixon Valve

Holly Langenfelder

Customer Service Manager