Case Study: FOCUS Bikes achieves 50% fewer support conversations and 77% self‑service with Dixa's chatbot

Using self service to save time and deepen relationships with consumers while growing sales

Focus Bikes, a sports bicycle manufacturer committed to highly personalized customer service, faced a sudden surge in demand during the pandemic that overwhelmed its consumer care team and left customers waiting for help with purchases and product questions. To preserve the one-to-one service that differentiates the brand, Focus Bikes chose Dixa’s Chatbot feature to handle straightforward, repetitive inquiries while keeping agents available for high-value, personalized support.

Working with Dixa’s chatbot customer success team, Focus Bikes launched its branded bot, WATT-SON, in three weeks using 27 FAQ-driven solutions in English and German. The Dixa chatbot achieved a 77% self-service rate, cut conversations by about 50%, maintained a 61% overall CSAT, allowed the team to phase out phone and automated email channels, and freed agents to drive webshop sales and post‑sale support; Focus Bikes plans to expand the Dixa bot into additional languages to support international growth.

FOCUS Bikes

Aike Alexander Schnug

Consumer Care Manager