Case Study: Stayforlong achieves 33% fewer contacts per booking and 55% lower email backlog with Dixa

Stayforlong Powering customer service efficiency with AI and automation

Stayforlong, a Barcelona-based hotel booking site operating in 22 countries, struggled with rising contact volumes, increasing phone calls, a fragmented agent experience across too many tools, and a costly, complex customer service setup that limited expansion and access to FCR data for OTAs. To tackle these issues, they switched from Genesys to Dixa and adopted the Dixa Platform to unify channels and streamline agent workflows.

Dixa implemented a single unified agent workspace, intelligent routing, an AI agent assistant and knowledge base, multilingual IVR and auto-replies, and new live chat integration. The Dixa Platform delivered measurable results: 33% fewer contacts per booking, 22% less back-office time on bookings, a 55% reduction in email backlog, 10% fewer monthly calls and a 15% drop in duplicated emails—significantly improving agent efficiency and scalability for Stayforlong.

Stayforlong

Rafal Pycior

Workforce Management