Case Study: Forest achieves unified omnichannel support and faster response times with Dixa

One intuitive platform to improve the agent and the customer experience

Forest is a sustainable micro-mobility platform in London that offers app-driven eBike sharing. As Forest grew beyond its initial Zendesk setup, it struggled with fragmented customer histories across channels and needed a more intuitive, omnichannel solution to improve agent experience, equitable workload distribution, and faster, more personal support. In June 2021 Forest chose the Dixa platform to address these challenges.

Dixa unified conversations natively across channels, added an in-platform knowledge base (10+ organized folders) and smart routing, and delivered analytics to align staffing with peak demand. The result: onboarding trimmed to a 5‑day average, calls answered in 29 seconds on average, and Forest now handles around 20,000 monthly conversations without rapidly scaling the team—improving agent productivity, reducing wait times, and boosting overall customer satisfaction thanks to Dixa.

Forest

Sanna Jaan

Support & Community Manager