Case Study: Hobbii achieves 81% self-service rate and 74% CSAT improvement with Dixa's chatbot

Automation gives expert agents time to proactively engage with customers

Hobbii, a Copenhagen-based eCommerce and retail yarn company, was struggling to keep up with rapid international growth: rising support volumes (over 22,000 monthly conversations), long wait times, and a contacts-per-order rate above 30% that threatened CSAT. To automate repetitive inquiries and provide multilingual self-service, Hobbii selected Dixa and deployed a chatbot solution (branded Yarnii) alongside their new CRM.

Using Dixa’s chatbot integrated with order management and Dixa’s smart routing, Hobbii launched bots across 11 markets with seamless handovers to agents for complex cases. The Dixa solution delivered measurable impact—an 81% self-service rate, a 74% improvement in CSAT, thousands of monthly order-tracking interactions, and freed agents to focus on expert, proactive customer conversations.

Hobbii

Kasper Tvernø Hartvigsen

Head of Customer Success