Nykaa engaged 99.7% of all its customers in under 1 minute using Verloop.io's Live Chat

With Anuj Sharma / April 8, 2020 / 4min read

Increase in Customer Engagement

~2.2x

Bot Deflection Rate

64.21%

Total Chats Handled

6M +

Nykaa using support automation to its benefit

Introduction

Nykaa, a beauty, fashion startup evaluated at $1.2 Billion, is a go-to destination for online beauty and wellness. Founded in 2012, Nykaa offers a comprehensive selection of cosmetics, skincare, haircare, fragrances, bath and body, luxury and wellness products for women and men. Recently, Nykaa has also added fashion to its forte to wow its customers further. Known for its quality and authenticity, Nykaa does all-it-takes to ensure a positive customer plus buying experience. Nykaa is well aware of its customer pulse. Using the fact to its benefit - 'customers love self-service over having to wait for an Agent', Nykaa decided to automate the parts of customer support that were automatable thus finding more time to focus on other important aspects of customer experience.

More and more customers are preferring self serve over calls to agents. Understanding customer’s concerns/context is the key to an efficient self serve. We have been collaborating with Verloop.io to drive this mission and have come a long way. We are confident of building state-of-the-art experience where a lot of customer problems would be solved instantly over chat.

1. Seamless Conflict Resolution

Previously Nykaa used emails and query forms to follow up with customers during a conflict resolution. With Verloop.io, Nykaa is able to use bot-qualified questions to handle repetitive requests ranging from cancellations, returns, shipping inquiries, replacements concerns, refunds, and payment hassles for its customers on its app.


Verloop.io’s broad range of integration options also enabled Nykaa to experience a smooth transition while switching from one software system (eg. Ticketing Software., CRM, etc.) to another without missing the context. 

 

Prior to implementing Verloop.io, Nykaa customer service executives spent over 32,000 staff hours a month answering and replying to support queries. Since implementing Verloop.io, Nykaa has also been able to clear more customer queries with deeper context, resulting in greater post-purchase customer satisfaction and improved customer loyalty thereafter.

 

 

2. Customer Engagement Game just Got Stronger

In just the first 30 days of using Verloop.io, Nykaa handled approximately 1.6 million unique conversations. Customers were also given a button called ‘Beauty Advice’. Once they click, the conversation was then automatically handed off to one of Nykaa’s in-house experts who would handpick products based on an individual customers’ requirements, eliminating the need to manually assign conversations. This was feasible via the chat threads that Nykaa was able to create on Verloop.io to offer a personalized experience for its customers. Over 90% of the customers who participated in these conversations rated the Verloop.io bot as highly favorable or excellent.

 

Anuj Sharma

Product Manager, Nykaa

Anuj Sharma comes with an experience of 6+ years in product management working across various e-commerce brands such as Iksula, Tata Cliq and now Nykaa.