Case Study: Rapha achieves +14% CSAT and +21% agent efficiency with Dixa

Rapha races past the competition by providing human-centric support with Dixa

Rapha, the cycling apparel and community brand, faced disconnected support channels, inefficient workflows, and a desire to deliver a human-centric omnichannel experience that matched its #OneRapha culture. To replace a patchwork of systems (they previously used Zendesk for phone, email and chat), Rapha selected Dixa’s unified customer service platform to bring conversations and agents together on one, agent-friendly screen.

Dixa implemented a single, unified conversational engagement platform—featuring consistent cross‑channel presence, skill‑based routing, team view, overflow workflows and timeouts—so agents can recognize customers and focus on personalised interactions. The result was a measurable lift in performance and loyalty: +14% CSAT, +21% agent efficiency and +17% customer retention, enabling Rapha to scale a more personal, efficient support experience and drive company growth.

Rapha

Rob Pierce

Customer Operations Director