Izipizi, an iconic eyewear brand, operates internationally and handles a growing volume of customer inquiries in multiple languages. The CX team, already performing well with a CSAT score above 93%, was looking for a way to take things to the next level without compromising the quality that defines the brand.
In 12 months, the team has achieved +1,5 CSAT score, while better organizing its workflows and automating approximately 800 tickets per month.
Thibaut Granier and his team first explored the in-house option: building their own automation solution. However, they were quickly held back by the complexity of training and maintenance. They then turned to off-the-shelf tools, but the situation was the same: high setup costs, heavy maintenance, and a lack of flexibility that was incompatible with their quality standards.
When Izipizi adopted Klark a year ago, it didn’t just roll out a tool. The team became a co-creator of the solution. As an early adopter, Izipizi helped shape several key features of the platform, which are now used by all Klark customers.
The automatic categorization of tickets is the most telling example. Izipizi was the first client to test, challenge, and refine this feature alongside the Klark teams. The result: reliable automatic categorization that structures incoming flows, powers reporting, and enables managers to manage their operations with unprecedented granularity. What began as a specific need for Izipizi has become a standard product feature deployed across all clients, in line with Klark’s approach to agent-based AI applied to customer service.
Another transformative impact? Multilingual translation. For an international brand whose German customers, among others, expect to communicate in their own language, this represents a paradigm shift.
With +1,5 CSAT score on an already very high baseline, approximately 800 With tickets resolved automatically every month and full adoption by the teams, Klark has established itself as a cornerstone of Izipizi’s CX strategy.
Beyond the numbers, the employees themselves are the best judges: the tool is highly popular within the company. The productivity gains are real and tangible, and the teams wouldn't want to work without it anymore.
The partnership will continue in 2026 with a clear goal: to keep raising the bar for CSAT toward 100%.
The Izipizi case study shows that a useful customer service tool is not valued solely for its features. It is valued for its ability to adapt to real-world operations, improve perceived quality, and become a sustainable part of the CX stack. For another example of operational deployment, you can also read the Octopia case study.
About Klark
Klark is a generative AI platform that helps customer service agents respond faster and more accurately, without changing their tools or workflows. Klark can be deployed in just a few minutes and is already used by more than 70 brands and 2,000 agents.
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