Case Study: Nom Nom (pet health company) quadruples support team and gains real-time quality assurance & business insights with Dixa

Nom Nom - Customer Case Study

Nom Nom, a Nashville-based pet health company offering fresh, human-grade food, faced unreliable, lagging CX data and needed a way to analyze how template/macro usage affected CSAT while scaling support without losing personalization. They turned to Dixa, implementing Dixa’s Business Insights and Quality Assurance to get real-time, consistent metrics and template analysis.

With Dixa’s Business Insights (template analysis, real-time dashboards) and Dixa’s Quality Assurance (QA scoring, calibration, automated rep reports), Nom Nom scaled from 6 to 24 agents in 12 months, processed 77,000 tickets (reaching the prior year’s volume by July), established senior CX dashboards and a dedicated QA lead, and improved rep engagement and retention.

Nom Nom

Cory Osiborski

Senior Manager Customer Experience