Case Study: Butternut Box achieves scalable personalized support and stronger customer advocacy with Dixa

Empowering employees to drive customer advocacy and growth in new markets using Dixa

Butternut Box, a fast-growing London-based subscription pet food company, needed to scale its Customer Love team while maintaining personalized, conversational support across new markets. Faced with a legacy ticketing system that fragmented customer context and slowed changes, they partnered with Dixa for a modern conversational customer service platform — including an integrated knowledge base, no-code channel builder and intelligent routing — to support multi-language, multi-channel engagement.

Dixa gave the team one unified view of customer history, automated knowledge prompts, flexible channel setup and analytics (plus a Stella Connect integration), enabling faster onboarding (avg. 2 weeks), shorter handling times, improved first-contact resolution and autonomous channel changes for new regions like the Netherlands. The results include a 4.9‑star Trustpilot rating, a 93+ eNPS score, and about a 7% higher retention rate for customers who sign up after speaking with a team member — demonstrating Dixa’s measurable impact on customer advocacy and growth.

Butternut Box

Harriet Treadwell

Customer Love Director