Case Study: European Wax Center handles 300% increase in inbound messages and maintains 24-hour SLA with Khoros

How European Wax Center handled a 300% increase in inbound message volume

European Wax Center, a national personal-care brand with over 800 franchise locations, faced a sudden surge in customer inquiries—averaging a 300% increase and peaking at 700% during crises like COVID-19—while previously managing social channels manually and inconsistently across teams. To scale and centralize their digital customer care, European Wax Center partnered with Khoros, onboarding Khoros Engagement Manager (and leveraging Khoros Intelligence) to consolidate messaging, reporting, and channel management.

Khoros built and integrated a chatbot for Facebook and web chat, added Instagram DMs into the platform, and provided analytics and routing tools that reduced manual work and prevented missed messages. With Khoros, EWC maintained a sub-24-hour SLA even during spikes, fielded 170% more incoming messages, deflected routine inquiries from agents, and gained unified reporting and sentiment insights—delivering faster, more consistent customer service.

European Wax Center

Auburn Berry

Director of Social Media, PR, and Brand Activations