Case Study: tink cuts email response times from 5 days to 50 minutes with Dixa and Mim AI Agent

Tink cuts email response times from 5 days to 50 minutes with Dixa

tink, Europe's leading online smart home retailer, faced severe customer service challenges including 5-day email response times, low customer satisfaction, and high agent burnout due to repetitive queries. The team was overwhelmed despite its size, and operational costs were rising. To address this, the company partnered with the customer service platform Dixa.

By implementing Dixa's platform along with its AI agent Mim, tink automated responses to common questions, integrating it with tracking systems and its knowledge base. The results were transformative: email response time dropped to about 50 minutes, the email containment rate reached 59%, and the Trustpilot rating rose from 3.5 to 4.6 stars. Critically, the permanent support team was reduced from 16-20 people to just 6, while seasonal hires during peak periods plummeted from 80-90 to just 10, all while the business continued to grow.

Tink