2021 Customer Awards: European Wax Center - Bottom Line Savings Rock Star

Company: European Wax Center

Company background: European Wax Center is a leading personal care franchise brand founded in 2004. They offer expert wax services from certified Wax Specialists, ensuring that every guest who walks through the door leaves feeling confident—in European Wax Center and themselves. European Wax Center provides guests with a first class, professional waxing experience by the most highly trained estheticians in the industry, within the privacy of clean, individual waxing suites. They’re so certain everyone will love the European Wax Center experience, they offer a free complimentary wax to each new guest. European Wax Center continues to revolutionize the waxing category with their innovative, signature Comfort Wax™. This proprietary blend is formulated with the highest quality ingredients to leave skin feeling smooth and make waxing a more pleasant, virtually painless experience. To help enhance and extend waxing services, European Wax Center offers a full collection of proprietary pre- and post-wax products designed specifically for waxing skincare solutions called EWC to treat, groom, glow and slow. European Wax Center is a leading wax specialty personal care brand in the United States, and its network now includes over 800 centers nationwide. 
For more information, including how to receive your first wax free, please visit: www.waxcenter.com.

Contact: Kara Salazar

Title: Social Media Manager

Related URLs: waxcenter.com, Facebook.com/EuropeanWax, Instagram.com/EuropeanWax, Twitter.com/EuropeanWax

Kudos Category: Bottom Line Savings Rock Star

1. Tell us how you are implementing Khoros’ digital engagement technologies (e.g. community and/or social media management) to meet your customer care business goals. Please highlight unique programs, technical upgrades and/or API usage to help reach these goals.

Being a Franchise, services and retail business adds a lot of layers to the European Wax Center business. Our Guest Relations team utilizes many tools in our business to not only properly answer guest questions and concerns but to inform our independently owned and operated centers of complaints and comments. As our Franchisees are not on Khoros, combining all of our tools into one care platform and custom building a forwarding feature for our team to forward emails and social posts to franchisees allowed for a 360-guest view and better accountability with our individual centers.

2. How did the new technologies enable your business or organization to change?

This customized and integrated system has allowed for our agents to move from 6 screens open at all times to 1 screen needed to handle all guest inquiries. 

It has also decreased agent response time per guest by 55% from 5 minutes to 2.2 minutes. 

And overall interactions from agents are much more thorough than prior. The integrated system allows for agents to take the time needed to handle sensitive and important care issues all while not neglecting the easy and basic guest inquiries. 

3. What are your customer care and business results in quantifiable metrics? Include support savings metrics (e.g. cost savings, decreased response time, call deflection, reduced case escalations, increased agent productivity, optimizing campaigns, and efficiency with publishing and reporting).

We had a 81% decrease in cost MoM by switching platforms. On our previous platform we were paying 420% more and utilizing 6 different screens for 1 guest facing interaction. This resulted in agents having to spend more time on the platform and needing more agents to complete  simple guest inquiries.  

Now we are closing cases in 16-24 hrs with an average handle time of 2min or less! Instead of managers having to focus on agent tasks, they are able to focus on their true roles increasing productivity across the board!