- Case Study
Date
November 10, 2024
Client
PureGlow Skincare
Category
Customer Support
Location
Miami, FL, USA
PureGlow Skincare needed to overhaul their customer support to manage a spike in inquiries from a viral product launch. With customers reaching out via email, live chat, and Instagram, their small team struggled with delays and inconsistent responses. AlphaTwelve implemented a scalable, multi-channel support system with AI integration and CRM tools to streamline operations and boost satisfaction. The project aimed to reduce response times by 80% and improve customer retention.
Challenge & Solution
Challenge: 400 daily inquiries led to 3-hour response times, 12% customer churn, and $60,000/month in lost sales due to poor support consistency.
Solution: Deployed 24/7 support with Salesforce Service Cloud, AI chatbots for 60% of queries, and tailored training to ensure rapid, brand-aligned responses.
Our Process
Audited inquiry patterns and support gaps over 3 days using CRM data and social media analytics.
Integrated Salesforce Service Cloud for email, live chat, and Instagram DMs, supporting 3,000 tickets/month.
Configured an AI chatbot (via Salesforce Einstein) to handle 60% of FAQs (e.g., product ingredients, shipping).
Trained 15 agents over 6 days on PureGlow’s brand voice, skincare knowledge, and escalation workflows.
Set up weekly customer feedback surveys with NPS tracking to identify service improvements.
Monitored performance with real-time CSAT dashboards, adjusting staffing for peak times.
Result Driven
Slashed response times from 3 hours to 36 minutes (80% reduction), raised CSAT to 94% (from 78%), reduced churn by 8% (saving $40,000/month), and increased repeat purchases by 25%. PureGlow reported enhanced brand loyalty and a 20% rise in customer lifetime value within 4 months.