Case Study: Caraway Home achieves 75% automated customer calls with Flip

Caraway Home automates 75% of calls with Flip

Caraway Home, a cookware retailer, was initially skeptical about automating its phone support channel. The company, led by Director of Customer Experience Nancy Gurd, wanted to ensure the channel remained intentional and was used to provide support only when it truly mattered. They partnered with the vendor Flip to implement a voice automation solution that could handle calls without deflecting customers or making them feel like a number.

Flip provided a voice automation and analytics platform that seamlessly integrated into Caraway's CX stack. The solution automated 75% of inbound calls with over 95% intent coverage, handling high-frequency requests like order cancellations and returns. This resulted in a consistent customer experience, reduced volume for human agents to handle more complex issues, and the ability to handle over 4,000 calls in a month, with 74% resolved end-to-end during peak season. Flip's reliability and ease of use made it a valued, "uneventful" tool for the Caraway team.

Caraway Home