Case Study: DFS achieves 91%+ CSAT and 80%+ efficiency increase with Sobot

DFS - Customer Case Study

DFS, a leading global travel retailer, faced challenges in providing timely and personalized customer service due to a poorly integrated and unscalable contact center system. This inefficiency across multiple customer channels hindered their ability to deliver effective consultations.

Sobot's omnichannel customer contact platform unified all of DFS's communication channels and integrated with their internal business systems. This allowed agents to serve customers more efficiently from a single platform and provide personalized, targeted recommendations. The solution from Sobot achieved a customer satisfaction (CSAT) score of over 91%, increased the conversion rate by 44%, and improved service efficiency by 80%.

DFS