Case Study: Interflora achieves faster, personalized omnichannel support and 10% more orders with Dixa

From limited systems in silos to one unified solution for phone, email and chat

Interflora, an international e-commerce flower delivery network represented in more than 140 countries, was operating with siloed, on‑prem systems for phone and email that scattered customer data, lacked real‑time analytics, and prevented adding chat. With a support team of about 20 users facing high IT overhead, noisy desk phones, poor cross‑channel customer recognition and inefficient workflows, Interflora chose Dixa’s cloud‑based contact center platform to consolidate channels and future‑proof their service.

Dixa implemented a single solution for phone, email and chat with intelligent routing, channel‑neutral conversation histories, live chat/callback and real‑time reporting, removing the need for on‑prem hardware and heavy IT involvement. The change let Interflora process 10% more orders, cut abandonment by 22% and reduce average wait time by 46%, while improving agent satisfaction, speeding issue resolution and streamlining fulfillment through better insights.

Interflora

Iman Safari

Head of Subscribers & Customer Service