Case Study: Smartphonehoesjes cuts support staff in half with Dixa

Smartphonehoesjes cuts support team in half and boosts containment to 82% with Dixa

Smartphonehoesjes, a leading online retailer for phone accessories in Europe, faced recurring support capacity crises. Their scripted chatbot had low containment, and scaling the 14-person team for new markets or peak seasons was unsustainable. They needed an AI solution to handle repetitive queries without hiring native speakers for every language.

They implemented Dixa's Mim AI Agent, moving from simple FAQ answers to connecting it with backend systems for tasks like refunds and address changes. As a result, live chat containment rose from 25% to 82%, and the support team was reduced from 14 to 8 FTEs while the business grew. Dixa's solution enabled plans to launch in new markets like Italy with 100% AI-driven service and no local hires.

Smartphonehoesjes