Case Study: MiniLuxe reduces call volume and boosts app downloads with Chatdesk Shift

How a Leading Beauty Company Scaled Their Customer Support by Shifting Calls to Their Mobile App

MiniLuxe, a national beauty chain with retail salons and a growing e-commerce business, needed a more cost-efficient way to handle rising customer support volume while maintaining high satisfaction. As call volume increased for appointment booking and changes, MiniLuxe also wanted to drive adoption of its mobile app. The company worked with Chatdesk and its Chatdesk Shift product to address both challenges.

Chatdesk implemented Chatdesk Shift so callers to MiniLuxe’s Concierge Line could opt in to receive a text message with an app install link directly from the voice greeting. The solution went live in days with no development work, and MiniLuxe saw hundreds of new app downloads in just a few weeks, an estimated $2.85 savings per appointment booked via the app instead of by phone, and a significant reduction in call volume that helped shorten wait times and free up the Concierge Line.

MiniLuxe

Krista Smith

Concierge Center Manager