JAXXON is a trusted jewelry brand that prides itself on quality. Committed to bringing Italian luxury at a price point within reach, they’re also passionate about providing the best customer experience possible.
PAIN POINT THEY WERE TRYING TO SOLVE:
Initially, JAXXON approached adding automation with some trepidation. They worried about having too many things automated. But they didn’t have 24/7 support and really needed help with the #1 reason people called – which was WISMO/order status. Transcribing voicemails was also a huge hassle for their team.
“The fear is real. But, automation is there to help you. It’s not there to remove the humanness of customer service. It’s there to provide additional time to help the customers when they have more challenging issues… With automation, it provides that information right before you take a call or start a chat. And that’s what we’ve seen with Flip.”– Caela Castillo, Director of CX
REAL NUMBERS & GROWTH WITH FLIP:
“I have nothing but good things to say about Flip. Because it has literally put us in a position where it runs so smoothly, and it just makes our lives so much easier that—at my level—I hear no complaints. Everyone’s happy. And our agents – they love it. They think it really helps.”– Caela Castillo, Director of CX