Case Study: Höffner achieves 83% self-service and faster delivery communications with Dixa's chatbot

Creating an automated eCommerce journey from conversation to delivery

Höffner, a German furniture retailer in the Krieger Gruppe, faced rapidly growing eCommerce demand and a flood of repetitive customer requests handled by a 25-person support team—about 170,000 monthly inquiries across six languages. To scale while maintaining service levels and integrate with its existing tech stack, Höffner selected Dixa’s chatbot solution to automate common queries and reduce agent workload.

Dixa built the Höffner‑Assistent chatbot (onboarded in 1 week, live in 3 weeks) and integrated it with Höffner’s systems and PAQATO for parcel communications. The Dixa implementation delivered an 83% self‑service rate, 24/7 answer availability, lower wait times, 55% overall CSAT, fewer “where’s my package” calls, and expansion to six chatbots across the group—freeing agents to focus on complex issues.

Höffner

Martin Wagner

Head of Order Management