Case Study: Organic Basics achieves faster handling times, stronger customer loyalty and higher conversions with Dixa

Improving the agent experience, reducing response time across all channels, and delighting customers

Organic Basics, a digitally-born sustainable clothing brand from Copenhagen, needed to build close, trust-based customer relationships while scaling rapidly. Their existing customer service software left data scattered across siloed channels and made personalization and automation difficult, causing long handling times and a poor agent experience — so Organic Basics partnered with Dixa to modernize their CX platform.

Dixa unified phone, email, chat and messaging and integrated Shopify, tracking, returns, review platforms and Klaviyo to give agents full context, plus smart routing, automation and analytics for data-driven optimizations. The change cut handling time by 2–3 minutes for many post-purchase conversations, delivered a 25% conversion rate from chat (1 in 4 customers ordering within 24 hours), supported a 4.7 Trustpilot rating and helped Organic Basics grow 260% while scaling support just 83% in 2020 — improving personalization, agent experience and sales.

Organic Basics

Cornelia Brinkmann

Head of Customer Experience