Case Study: Chilly’s Bottles achieves 22-second self-service and 60% fewer live chats with Dixa

Empowering customers to solve service requests in just 22 seconds using the Dixa chatbot

Chilly’s Bottles, a London-based reusable products manufacturer, was facing a surge in customer inquiries during rapid growth and pandemic-related delivery issues—handling an average of 8,000 tickets per month that spiked to 19,000 in December 2020. To avoid hiring headcount and to restore real-time support (they had even turned off live chat), Chilly’s chose Dixa and its chatbot to provide an automated, 24/7 self-service channel.

Dixa’s chatbot was onboarded within a week and cut daily live chats by 60% just three days after go-live; it now resolves queries in 22 seconds, handles roughly 2,500 conversations per month and helped lift CSAT to 70%. The bot also reduced order-related queries by 10% (and falling), brought the live-chats-to-orders ratio to 0.87%, integrated with Zendesk, and freed agents to focus on more complex cases.

Chilly’s Bottles

Ellis Rickard

Customer Experience Manager