EcommerceSourced

Case Study: Rapha lifts CSAT 14% and customer retention 17% with Dixa

Rapha Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Rapha

Industry

Ecommerce

Challenge

Reduce silos across channels and teams to improve the customer experience.

Headline result

14% higher CSAT, 22% more efficiency, and 17% higher customer retention on a unified platform

Key results

+14%

improvement in CSAT scores

+22%

increase in efficiency

+17%

increase in customer retention

The challenge

Rapha, a premium cycling apparel ecommerce brand, wanted to enhance its customer experience but was held back by silos across separate channels and teams.

The solution

Rapha moved to Dixa's unified, single-screen platform to remove channel silos and keep agent workflows seamless across the customer journey.

“To enhance our CX, we knew that the business needed a unified platform to reduce silos across channels and teams. Dixa's one-screen wonder has been a game changer that keeps our workflows seamless.”
RH
Rhys Howells
Head of Customer Service, Rapha

The results, in context

Rapha reported a 14% improvement in CSAT scores, a 22% increase in efficiency, and a 17% increase in customer retention after consolidating support on Dixa.

Products used

Dixa Dixa Customer Service Platform