Case Study: Scale Media achieves a 28% reduction in call volume, 50% higher associate retention and 13% CSAT uplift with Dixa

Offering better customer service with a consolidated tech stack and partner that embodies Customer Friendship™

Scale Media, a Los Angeles–based consumer packaged goods company managing five brands and 80+ products, faced a fragmented customer service stack (Talkdesk, Freshdesk, Freshchat, static FAQs, Google Sheets and an in‑house CRM) that forced agents to juggle up to 17 screens, endure reliability issues, escalate via Slack, and lacked automation and searchable knowledge. To solve this, Scale Media chose Dixa and implemented Dixa’s Conversational Customer Service Platform.

Dixa consolidated native channels (including phone) into a single agent workspace, introduced an AI-driven knowledge base and automation, and streamlined onboarding and escalation workflows. The results: phone and email volume dropped over 28% in the first 90 days, CSAT rose more than 13% in 30 days, internal quality scores increased 3.7 points into the 92nd percentile, and voluntary turnover fell from 30% to under 15% (about a 50% retention improvement), freeing capacity for growth and future AI-enabled automation.

Scale Media

Michael Furman

CX Director