Case Study: Hobbii reduces repetitive support requests with Dixa

Hobbii boosts self-service to 81% with Dixa

Hobbii, a global supplier of yarn and accessories, faced a challenge managing its rapid eCommerce growth, which led to a surge in customer support requests. With contacts per order rising to over 30%, their traditional support channels became overwhelmed, increasing wait times and jeopardizing their customer satisfaction scores. To address this, Hobbii turned to vendor Dixa for an automation solution.

By implementing Dixa's chatbot, Hobbii enabled customer self-service for common queries, which seamlessly handed off more complex issues to human agents. This solution from Dixa allowed Hobbii's expert agents to focus on proactive, meaningful customer engagements. The results were significant, achieving an 81% self-service rate, a 74% improvement in CSAT, and the handling of 22,000 monthly conversations efficiently.

Hobbii