Case Study: tink (smart-home marketplace) boosts CSAT to 81% and agent productivity by 33% with Dixa's Conversational Customer Service Platform

Creating effortless experiences for agents and customers using Dixa’s Conversational Customer Service Platform

tink, a Berlin-based comparison and marketplace for smart-home products, faced operational inefficiencies from a legacy ticketing system (Zendesk) — long backlogs, manual processes, unequal workloads and slow IT-driven changes — and needed a scalable, easy-to-manage solution to onboard seasonal hires quickly. After evaluating options, they selected Dixa’s Conversational Customer Service Platform to give agents up-to-date knowledge, self-service options, and flexible routing without constant IT support.

Dixa implemented an integrated knowledge base, manager-friendly integrations (Magento2, Google Forms), smart routing, Dixa Messenger, an AI-driven chatbot and Dixa Discover analytics, enabling onboarding of 80+ seasonal agents in under two weeks and rapid channel launches. The results include a 40% self-service rate on the chatbot, a 33% increase in agent productivity (from 6 to 8 resolved conversations/hour), and CSAT rising to 81% (from 70), reducing cost-to-serve and improving customer and agent experiences with Dixa.

Tink

Roger Sandmeier

Customer Service Manager