Muziker, a fast-growing omnichannel e-commerce retailer operating in 31 countries, selected Daktela to transform its fragmented and overloaded customer support. Faced with challenges like disconnected systems, inefficient processes, and growing product complexity, Muziker needed a unified communication solution that could scale with their rapid expansion.
Implemented in 2020, Daktela’s platform replaced Muziker’s outdated system, integrating voice, email, chat, SMS, and social media into a single transparent interface. The implementation included modules such as CRM, Helpdesk, Webchat, Analytics, and Facebook Messenger, enabling streamlined agent workflows and full visibility over every customer interaction.
This unified setup brought significant improvements: reduced waiting times, better agent availability, faster ticket resolutions, and a 70% NPS. The system’s reporting and real-time analytics helped Muziker spot weak points and optimize resource allocation during peak hours. With admin access and customisation, key users now manage updates in-house, saving both time and costs.
Daktela CRM has also extended beyond customer support to departments like purchasing, enabling communication with over 1,600 suppliers. Looking ahead, Muziker plans to expand digital channels to include WhatsApp, Viber, Instagram, and Google Messages, keeping pace with evolving customer preferences through the power of Daktela’s omnichannel platform.
