Case Study: Enhancing Efficiency and Customer Satisfaction for a Leading Global Beauty Company
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IntouchCX Team

In a world where customer expectations are high and customer service agents face numerous challenges, we partnered with one of the world’s largest beauty brands to revolutionize their customer service operations. Our mission was to automate time-consuming tasks, empower agents to deliver consistent and on-brand messaging in email communications, and ultimately drive efficiency and elevate quality scores. By tackling these challenges head-on, we aimed to enhance the customer experience and ensure seamless interactions at every touchpoint.
The Challenge
Upon analysis of the customer care program’s workflow, it became evident that supporting multiple brands and products posed significant challenges for agents. Specifically, the manual process of selecting the correct email template within their CRM proved to be time-consuming. As a result, agents often resorted to starting with blank emails instead of using approved templates. This not only hindered productivity, as agents had to create emails from scratch, but it also had a negative impact on quality assurance (QA) results and customer satisfaction (CSAT) scores. The brand needed a solution that streamlined the template selection process and improved overall performance in these key areas.
What We Did
To address these challenges, we implemented Laivly’s Sidd Pro automation tool, which utilizes generative AI to eliminate several manual steps of the process. This allowed agents to effortlessly create personalized emails, significantly boosting efficiency and maintaining consistency at scale. By recommending relevant, pre-drafted responses, agents were able to answer email queries with empathy while maintaining brand voice. This prevented issues from being overlooked in emails with multiple concerns.
Our Results
- 17% improvement in First Contact Resolution
- 11.9% increase in perfect CSAT scores
- 10% improvement in CSAT ratings
- 49.3% increase in EPH
- 12% improvement in QA scores
These stats collectively showcase the effectiveness of utilizing Laivly’s Sidd Pro during responses. We were successful in driving efficiency, enhancing customer satisfaction, and optimizing the overall email management process for our partner.
Conclusion
The outstanding results demonstrate the powerful impact of automation technology in streamlining workflows, improving customer satisfaction, and optimizing the overall customer experience. These outcomes underscore the automation tool’s potential to revolutionize customer service operations, improve brand reputation, and ensure exceptional customer satisfaction.
Learn more how automation solutions can optimize your operations, boost agent productivity, and deliver an unparalleled customer experience.