Case Study: 3Z Brands achieves 100% call response rate and automates 37% of customer calls with Flip

3Z Brands automates 37% of customer calls with Flip

The customer, 3Z Brands, a portfolio of mattress companies including Helix and Brooklyn Bedding, faced a significant challenge scaling its customer support. Rapid growth and the complexities of managing multiple brands led to overwhelming call volumes that their team couldn't handle, forcing them to temporarily shut down their phone lines. They turned to the vendor Flip and implemented its AI voice platform to automate customer interactions and provide consistent support across all their brands.

Flip's solution provided an intelligent, conversational AI that automated 37% of customer calls. It seamlessly integrated with various backend systems like Shopify and Zendesk to handle common inquiries, most notably providing real-time shipping updates and guiding customers through complex processes like returns. This resulted in a 100% call response rate, eliminated missed calls, and significantly streamlined operations. The partnership with Flip scaled alongside 3Z Brands' growth from two to twelve brands, becoming an essential part of their infrastructure and directly preventing lost sales.

3Z Brands