Case Study: True Classic cuts missed calls and boosts phone revenue with Flip

How True Classic Turned The Dial On Their Highest Cost Channel

True Classic, a fast-growing direct-to-consumer clothing brand, faced a significant challenge with its customer service phone channel. With a high volume of missed calls and only three agents, their answer rate was unacceptably low. They sought a better way to manage this high-cost channel with fewer agents and no missed calls, which led them to the vendor Flip.

By implementing Flip's AI-powered customer service solution, True Classic dramatically improved its operations. The call abandon rate dropped from 60% to 4% within a week, allowing them to reduce phone agents from three to one. Flip's AI also helped prioritize revenue-generating calls, leading to a 100% increase in phone queue revenue. The automation handled nearly half of all calls, resulting in significant cost savings and improved customer satisfaction, showcasing the measurable impact of Flip's service.

True Classic

Breanna Moreno

VP of CX