Case Study: Kitsch reduces call volume and speeds self-service with Flip

Kitsch automates 70% of calls with Flip

The customer, Kitsch, a fast-growing beauty brand, faced a challenge in managing high and unpredictable call volumes for customer support. Their Director of Customer Experience, Sam Cohen, needed to remove obstacles for customers but found that phone calls consumed a disproportionate amount of agent time, making it difficult to keep up with demand. The vendor, Flip, provided an AI-powered phone automation solution to address this.

Flip's solution automated over 70% of inbound calls, handling routine requests instantly and giving customers the ability to self-serve actions like canceling orders over the phone. This provided Kitsch with unlimited capacity in the phone channel and resolved customer issues within seconds. The measurable impact included handling a 40% year-over-year increase in calls, from 315 in June to 3,200 in November, while maintaining response times and allowing human agents to focus on more complex issues.

Kitsch