Case Study: Muziker optimizes customer support with Daktela

Optimisation of customer support for e-shop MUZIKER

Muziker, a growing European retailer of leisure products with a large online presence and brick-and-mortar stores, was struggling with inefficient and fragmented customer support. Their previous system, hampered by outages and limited functionality, could not handle the high volume of customer requests, which became critically apparent during a busy Christmas season. They sought a modern omnichannel solution from Daktela to unify communications, improve efficiency, and gain better control over their contact center operations.

Daktela implemented its omnichannel customer engagement platform, integrating phone, email, web chat, SMS, and social media into a single system with a unified CRM. The solution provided comprehensive reporting and a self-care option for Muziker to manage customizations. This led to significant improvements, including reduced outstanding requests, faster call resolution, lower wait times, and optimized agent capacity. Muziker also achieved an NPS of 70% and expanded the use of Daktela's platform beyond customer support to manage supplier communications.

Muziker

Peter Minich

Chief Experience Officer