Case Study: BEAUTYCOS achieves unified omnichannel customer experience, 15% higher retention and 25% shorter wait times with Dixa

Delivering a unified customer experience across all channels

BEAUTYCOS, a fast-growing ecommerce and retail company operating across Denmark, the UK, Germany, Norway and Sweden, faced fragmented customer interaction history, no clear regional overview of service, a disorganized shared email inbox, and cumbersome call forwarding. To solve these problems they adopted Dixa’s customer service platform to unify channels and give agents a single view of conversations and customers.

Dixa implemented a channel‑neutral, fully integrated solution—complete with interaction history, callback functionality, call handling, tagging and analytics—that streamlined agent workflows and personalized customer routing. As a result BEAUTYCOS achieved measurable gains with at least 1.5 hrs saved per agent per day, a 15% increase in customer retention and a 25% reduction in overall average wait time, alongside improved agent productivity and better regional oversight.

Beautycos

Christian Hartzberg

Partner