Case Study: Allplants achieves 70% faster live-chat responses and saves 2 hours per agent per day with Dixa

Improving the agent experience, reducing response time across all channels, and delighting customers

allplants, a fast-growth subscription-based vegan food company, faced a surge in orders and needed to move from a ticket-based model to a more conversational CX while scaling. They struggled with slow live chat, screen-hopping between CRM and courier sites, manual prioritization, and inefficient workflows — so they chose Dixa’s customer service platform to support growth and preserve their “delighter” brand of customer service.

Dixa integrated with allplants’ CRM and courier systems, introduced automatic prioritization and auto-responses, and provided dashboards for better oversight. The result: agents save about 2 hours per day, handling time fell by 2–3 minutes per query, live chat response time dropped 70% (now well below industry norms), urgent query response improved by 1.5 hours on average, and the number of open tabs was halved — boosting both customer and agent experience.

Allplants

Felicity Bell

Head of Delight