Case Study: ARMEDANGELS achieves 30% self-service conversation handling and 20% faster First Reply Time with Dixa

Armedangels - Customer Case Study

ARMEDANGELS, a Cologne-based sustainable fashion brand, was growing internationally but its seven-person customer service team was overwhelmed by repetitive pre- and post-sales requests (especially sizing and order queries). To reduce the ratio of service tickets to orders and maintain high service quality, ARMEDANGELS partnered with Dixa to deploy a chatbot self-service solution across their webshop.

Dixa implemented the chatbot MAATE sitewide, integrated with Zendesk, and launched it shortly after onboarding. MAATE now handles about 2,500 conversations per month (30% of ticket volume), achieved a 20% reduction in First Reply Time, an 87% self-service rate and 74% CSAT, and frees agents to focus on complex cases while surfacing service and knowledge gaps for continuous improvement.

Armedangels

Rebecca Lange

Senior Customer Success Manager