Art of Skin Care is a natural beauty brand primarily focusing on online sales through the BigCommerce platform. Their mission is to deliver natural beauty solutions while offering exceptional customer support.

The Challenge:

As Art of Skin Care expanded, they faced a critical issue—inefficiency in customer support. Their team struggled to manage customer inquiries effectively. Service reps couldn’t keep up with tickets and failed to meet Service Level Agreements (SLAs) because customer and order data were scattered across various tools. The lack of centralized data made it difficult to follow up on tickets and respond to customer inquiries promptly. Additionally, the company was relying heavily on phone calls, which further strained resources and reduced efficiency.

The Solution:

To tackle this challenge, Art of Skin Care chose EngageBay as their all-in-one CRM and customer support solution. EngageBay’s integration with BigCommerce allowed the team to consolidate customer and order information into a single, unified dashboard. This integration streamlined order management and made it easier for the customer service team to access critical information in real-time, significantly reducing the time spent searching through multiple tools.

Additionally, Art of Skin Care implemented live chat functionality to reduce the number of phone calls coming into their customer service department. With live chat, they could handle multiple inquiries simultaneously, improving response times and enhancing customer satisfaction.

The Results:

Since integrating EngageBay, Art of Skin Care has seen remarkable improvements in customer support efficiency. Previously, the team was handling only 1-2 live chat tickets per week. Now, they manage 60-80 live chat tickets per week. This shift has reduced their reliance on phone support and allowed them to focus on resolving customer inquiries faster. With everything streamlined into one platform, they’ve significantly improved their ability to meet SLAs and provide excellent customer service.

Why EngageBay is Perfect for Beauty Brands

EngageBay’s seamless integration with BigCommerce and its all-in-one dashboard makes it an ideal choice for beauty brands like Art of Skin Care. By centralizing customer data and order management, beauty brands can easily track customer inquiries and follow up efficiently. The addition of live chat reduces customer wait times, which is critical for providing a top-tier customer experience in an industry where personalized service is key. EngageBay is not only a cost-effective solution but also provides powerful automation and customer service features designed to help beauty brands thrive.