Case Study: European Wax Center achieves consolidation from 6 platforms to 1 and 2X faster responses with Khoros

How European Wax Center went from 6 agent platforms to 1

European Wax Center, a national personal-care brand with headquarters and over 800 independently owned franchises, struggled with fragmented customer care across six agent platforms and multiple channels (social, web chat, and website contact forms), which caused duplicated or missed responses during a critical period of change. To centralize operations and improve guest relations, the company brought on the Khoros platform (including Khoros Care) and restructured its social and guest relations team.

Using Khoros, European Wax Center consolidated social, chat, and email into a single command center, and—via Khoros’ open APIs and partner Headliner Labs—built automated routing and agent tools that auto-tag emails across ~2,400 addresses, surface customer data from an external data lake, and prompt agents with a forwarding widget. The Khoros implementation reduced agent platforms from six to one (an 83% decrease), cut average response time from 5 minutes to 2.2 minutes (more than a 50% improvement), and delivered faster, more thorough care across franchises.

European Wax Center

Auburn Berry

Director of Social Media, PR, and Brand Activations