Nykaa engaged 99.7% of all its customers in under 1 minute using Verloop's Live Chat.
With Anuj Sharma, Product Manager, Nykaa
The first order ever placed on Nykaa was on October 24, 2012, on the auspicious Indian festival
of Dussehra. And since then, Nykaa has gone beyond just being the biggest online beauty
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In just three years, Nykaa has emerged as the largest beauty destination in India with half a million happy customers depending
on them not just for their favorite brands but also for advice, updates, expert tips, and videos.
With almost 850+ curated, well priced and 100% genuine brands and over a million products, Nykaa
prides itself for offering a comprehensive selection of makeup, skincare, hair care, fragrances,
bath and body, luxury and wellness products for women and men.
Soon after he joined, Nykaa's Product Manager Anuj Sharma, understood that the exponential growth of Nykaa as a platform
meant that they had to scale their customer support system to match their fast growing customer inflow
and purchase orders. As he searched for a solution that could handle Nykaa's traffic, both present,
and future, he found and began to use Verloop. After bringing on board our Vice President of Customer
Solution, Abhishek Unnikrishnan, he used the array of powerful features, personalized customer support
and end to end assistance at his disposal, to make the mundane procedure of handling tickets, flow
automation and app integration a great customer experience.
Authentic Customer Support, no ifs or buts.
Since its inception, Nykaa.com has strived to set the benchmark in product quality control so that customers are assured
of receiving 100% genuine and fresh products sourced directly from manufacturers or their authorized
distributors. Nykaa runs an arsenal of expert-run curated content, using beauty and makeup blogs,
books, a portal section with skin, hair, personal care and wellness experts, a beauty helpline and
a virtual 'makeover' took to help users try and share different makeup looks. No stone is left unturned
to reinforce this reputation for product quality and reliability; the company undertakes random sampling
to check for—and return—products near expiry and surprise checks are conducted at all warehouse to
ensure quality control measures are implemented.
This drive for authenticity is all-encompassing and a core principle behind how Nykaa handled everything from returns to
"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
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."
Using Verloop's conversational automation interface, Nykaa was able to automate customer queries ranging from cancellations,
returns, shipping inquiries, replacements concerns, refunds and payment hassles for over half a million
customers on its app. A chat interface was a novel approach, founded in anthropologically innate
human desires to communicate. The easy to use dashboard allowed Nykaa's customer support team to
let the bot field qualification questions, while the team engaged with the more pertinent purchase
problems. This process was expedited, as customer engagement and conflict resolution was faster than
following up on information captured through emails and query forms.
Once Asked, Twice Remembered.
Too often customers query data are lost to factors like evidence mishandling, employee errors and information asymmetry.
Using Verloop's integrations, however, Nykaa exported all its tickets generated through the bot to
its independent support desk, ensuring that customer conversations weren't limited to a single session.
For follow-ups, Nykaa customer support executives could simply return to their support desk and pick
up from where the conversation left off. Since implementing Verloop, Nykaa has been able to clear
more customer queries, resulting in a greater post-purchase customer satisfaction and improved customer
Prior to implementing Verloop, Nykaa customer service executives spent over 32,000 manhours a month answering and replying
to support queries that have now been automated by Verloop. This frees up company employees from
often mundane and repetitive tasks that are now handled by the bot and allows them to engage in creative
and strategic processes that allow the company to continue its meteoric growth.
Nykaa's Mumbai Office
Customer Service Excellence, Delivered.
In just the first 30 days of using Verloop, we handled approximately 1.6 million unique conversations for Nykaa. Over 90%
of the customers who participated in these conversations rated the Verloop bot as highly favorable
or excellent. Customers were also given a button called 'Beauty Advice' that they could 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