Case Study: Dia&Co, a plus-size personal styling service, achieves 90%+ CSAT and 28% support cost savings with UJET

Clothing Curator Dia&Co Delivers Tailor-Made Customer Experiences With UJET

Dia&Co., a New York–based subscription styling service focused on plus-size apparel, needed a better way to deliver “white-glove” customer support that made it effortless for customers to contact the company and provided actionable feedback for product and service improvements. After evaluating options for IVR telephony and omnichannel support, Dia&Co. chose UJET for its seamless voice and chat capabilities across phone, web and mobile (including UJET’s mobile SDK) and for a partner-oriented approach to product development.

UJET implemented a cloud-based, omnichannel contact solution that gave Dia&Co. real-time visibility into service levels and queuing, integrated voice/chat across channels, and enabled call listening for coaching and onboarding. The result: CSAT scores in the 90s, a 28% reduction in support costs versus the prior solution, better intraday staffing and labor reallocation, and data-driven product and engineering prioritization — all driven by UJET’s platform and analytics.

Dia&Co.

Lauren Collins

Senior Manager of Customer Experience