Leading Cosmetics Creator Saved $20,919 in 30 Days
How BotsCrew Helped a Global Cosmetics Brand Automate 90% of Customer Support
Channels
Website
Industry
Beauty, E-commerce
Integrations
Freshchat, Client's website
Customer service team size
27 total reps and 5 chat specialists
The Anonymous Client (NDA)
Our client, the world leader in hair, skin, and body care, specializes in creating tailor-made, naturally-derived products crafted by in-house chemists and beauty experts. Since 2015, they have produced over 15 million unique, customized formulations — and the number keeps growing.
Recognizing the brand's phenomenal growth over the past five years which led to:
1.10M website monthly visitors
Customer service response waiting time:
- 20 seconds first response;
- 2 minutes for follow up responses;
10m 33s average resolution time
~282% growth of inquiries per year
a large subscription base and e-commerce operations,
the BotsCrew team reached out with a solution designed to automate routine customer inquiries, increase response speed, and reduce the support team's workload.
Key Challenges
High support volume: Thousands of daily inquiries, especially during new product launches and seasonal promotions. Key requests included subscriptions, shipping status, order changes, and order cancellations.
Subscription management: The company wanted to retain all paid subscriptions. The bot needed to handle cancellations correctly without violating business rules.
Social media integration: Facebook and Instagram integration was delayed due to lack of admin access, complicating broadcasts and other workflows.
System changes and competitive analysis: The client continuously updated internal systems, affecting bot performance. Competitor solutions using Freshdesk were analyzed to optimize use cases.
Our Solution
We started with a Discovery phase. This is the data-driven approach to chatbot development when we collect information on current customer service processes and finalize the solution vision, business goals, and implementation approach.
Discovery phase deliverables:
- Chatbot persona
- Data analysis and defined intents
- NLP model
- Conversational flows
- Freshchat integration
Later, we proposed an AI Email Automation chatbot integrated with Shopify, Recharge, and other internal systems. Customers could instantly check shipping status, update addresses, modify or cancel orders — all automatically, without needing to contact a human agent.
We defined 29 questions that the chatbot could answer (and/or assist live agents in answering them). These include the most repetitive and time-consuming questions, both pre-purchase and post-purchase.
AI uses existing Support Agent email templates, maintaining the client's tone and style. It pulls data from integrations, asks users for additional info when needed, and responds automatically. Tickets AI can't handle are escalated to humans, while AI-handled tickets are automatically resolved in Freshdesk.
Business Impact
- Faster response times for routine requests, especially during peak periods.
- Consistent brand voice across all channels: email, chat, and social media.
- Reduced agent workload, allowing focus on complex, high-value inquiries.
- Potential coverage of 90% of routine requests in the next iteration.
- Analytics for strategic decisions: popular questions, product interest trends, and subscription behavior.
Real Results
Freshchat integration
Feedback from the customer service team
“There seem to be fewer sub cancel/adjust chats, which means customers are learning how to adjust subs on their end! (…) We are able to have more efficient chats because the chatbot is asking for the email address before sending it to us, also resulting in quicker resolution times. (…) I do love that it asks for their email and a short summary of their issue now, since it makes it easier to address the issues without as much back and forth. (…) Simple questions are answered before they get to us, which also helps resolve chats quicker. (…) The After-Hours Chatbot seems to be doing its job and allows us to connect with more customers.(…) The Chatbot allows for chat to run smoothly with 4 agents at 100% capacity on all pages (accounts, faq, checkout, quiz).”
What's Next?
The client has approved expanding automation to handle up to 90% of customer support requests. To accelerate chatbot training and improve performance, the BotsCrew team integrated the chatbot with GPT-4 technology. Early tests showed a jump in question understanding from 50% to 80%, laying the groundwork for more efficient automation.
Goals for the next phase:
✅ Boost automation rate: Reduce escalations by training AI to handle nuanced beauty and product-specific queries, such as ingredient questions, product recommendations, and subscription preferences. Automate repetitive tasks like order modifications, cancellations, and shipping changes, freeing human agents for premium customer experiences.
✅ Expand coverage across touchpoints: Ensure the chatbot can interact wherever customers engage: website, mobile app, social media, and e-commerce platforms.
✅ Leverage social media for engagement: Connect the chatbot to Facebook and Instagram to send targeted messages to previous bot users. Ideal for promotions, new product launches, refill reminders, and personalized follow-ups.
Why it Matters for Cosmetics Brands
1️⃣ Faster response times during peak demand. Cosmetics brands often face sudden spikes in customer inquiries during new product launches, limited-edition releases, or seasonal promotions.
AI chatbots can instantly handle thousands of requests simultaneously — confirming orders, updating shipping info, or answering product-related questions — reducing wait times from hours to seconds. This agility prevents customer frustration and cart abandonment, directly protecting revenue.
2️⃣ Consistent brand voice across channels. Maintaining the brand's tone is critical in beauty and personal care, where communication reflects trust, luxury, and expertise. AI uses pre-approved templates and learns from existing agent responses to ensure all email, chat, and social interactions remain on-brand, avoiding inconsistent messaging that can damage reputation.
3️⃣ Higher customer satisfaction and loyalty. Instant, accurate responses to questions about ingredients, product usage, or subscriptions improve the customer experience and reduce friction. Human agents can focus on complex, high-value interactions, like personalized beauty recommendations, loyalty program guidance, or handling VIP customers.
The result is stronger relationships, repeat purchases, and brand advocacy, especially in a market where personalization drives loyalty.
4️⃣ Operational efficiency and scalability. AI-driven automation reduces the need for expanding support teams as the brand grows internationally or during seasonal peaks.
5️⃣ Data-driven insights for product and marketing decisions. Every automated interaction generates valuable analytics: common questions, product interest trends, and customer pain points. Brands can use this data to optimize inventory, launch targeted campaigns, and refine messaging, turning customer support into a source of strategic intelligence.
Ready to automate your customer support? Let's streamline your processes, boost response times, and elevate your brand experience.
