Case Study: HexClad automates 80% of calls with Flip

How HexClad & Flip Built Together To Scale Automation To 80% Of All Calls

HexClad, a cookware company known for its direct-to-consumer model, faced a significant challenge with its expensive and inefficient phone support channel. Seeking a more robust solution, the company partnered with vendor Flip to implement its call automation service and reduce reliance on live agents.

Flip's solution automated nearly 80% of all calls, allowing customers to self-serve for orders, returns, and warranties. This resulted in massive time and cost savings for HexClad; within the first six months, Flip automated 3,601 calls, saving over 16,000 agent hours and an estimated $95,000 to $100,000. The deep integration with HexClad's helpdesk also provided agents with call summaries, enabling them to handle complex issues much faster.

HexClad

Michael Ludwig

Head of Customer Service