Case Study: Forest improves agent and customer experience with Dixa

Forest cuts training time to 5 days with Dixa

Forest, a sustainable micro-mobility platform in London, faced challenges with its previous customer service software, Zendesk. As their customer base grew, the platform led to fragmented customer histories and an unequal agent workload. Seeking a more unified and intuitive solution, they turned to the vendor Dixa to improve both the agent and customer experience.

By implementing the Dixa platform, Forest unified all customer conversations into a single view. The solution provided an integrated knowledge base, data-driven analytics for staffing, and intelligent routing. This resulted in a more efficient workflow, with Forest handling 20,000 monthly conversations and achieving an average call answer time of 29 seconds. The team also gained independence from their tech team and reduced agent burnout.

Forest