02 March, 2024
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NO FTE, NO PROBLEM WITH AUTOMATION FOR THE CHRISTMAS LIGHT EMPORIUM

The Christmas Light Emporium has a mission to “bring people closer together, make them smile, bring them joy, create memories, and give them hope.”

With obvious high peak-season demand, this small company is continuing to grow and fulfill the vision of its founder, Darren Vader.

PAIN POINT THEY WERE TRYING TO SOLVE:

One of the biggest pain points for the company has always been managing customer service from a live person perspective. When they became a Flip customer, they were running the company with no full-time employees and everything they did already relied on automation.

As Vader says, “It’s a small business with more automation than probably most small businesses of its size.” But their tools weren’t cutting it when it came to call volume.

“At one point, we had an IVR-type system that I thought was a good idea – it turned out to be a terrible idea. Where the IVR presented 4-6 options. Every single one of them dumped them to a message that said ‘go see our website or leave a voicemail’ and that just made people angry.”

– Darren Vader, Owner

REAL NUMBERS AND GROWTH WITH FLIP:

“You’re spending too much money if you’re not automating things. Not only are you spending too much money, but you couldn’t do what we’re doing if there wasn’t automation involved… It wouldn’t be profitable, so therefore not possible.”

– Darren Vader, Owner

THEIR TECH STACK: