Verloop.io Case Studies Nykaa - Handling 1.6 Million Unique Conversations in Just the First 30 Days of Using Verloop.io

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	Nykaa - Handling 1.6 Million Unique Conversations in Just the First 30 Days of Using Verloop.io Verloop.io

Nykaa - Handling 1.6 Million Unique Conversations in Just the First 30 Days of Using Verloop.io

Verloop.io

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Retail
Applicable Functions	Sales & Marketing
Services	Software Design & Engineering Services
Challenge	Nykaa, a beauty and fashion startup, was facing challenges in handling customer support. The company was using emails and query forms to follow up with customers during conflict resolution. This process was time-consuming and inefficient, with customer service executives spending over 32,000 staff hours a month answering and replying to support queries. Nykaa wanted to automate parts of customer support that were automatable, to free up time to focus on other important aspects of customer experience. Read More
About Customer	Nykaa is a beauty and fashion startup evaluated at $1.2 Billion. It is a go-to destination for online beauty and wellness products. 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. Read More
Solution	Nykaa implemented Verloop.io, a chatbot solution, to automate parts of its customer support. With Verloop.io, Nykaa was 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. Additionally, customers were given a button called ‘Beauty Advice’ that they could click to talk 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. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Retail

Applicable Functions

Sales & Marketing

Services

Software Design & Engineering Services

Challenge

Nykaa, a beauty and fashion startup, was facing challenges in handling customer support. The company was using emails and query forms to follow up with customers during conflict resolution. This process was time-consuming and inefficient, with customer service executives spending over 32,000 staff hours a month answering and replying to support queries. Nykaa wanted to automate parts of customer support that were automatable, to free up time to focus on other important aspects of customer experience.

About Customer

Nykaa is a beauty and fashion startup evaluated at $1.2 Billion. It is a go-to destination for online beauty and wellness products. 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.

Solution

Nykaa implemented Verloop.io, a chatbot solution, to automate parts of its customer support. With Verloop.io, Nykaa was 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. Additionally, customers were given a button called ‘Beauty Advice’ that they could click to talk 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.

Impact #1	Nykaa was able to handle repetitive requests ranging from cancellations, returns, shipping inquiries, replacements concerns, refunds and payment hassles for its customers on its app.
Impact #2	The company experienced a smooth transition while switching from one software system to another without missing the context.
Impact #3	Customers were given a button called ‘Beauty Advice’ that they could click to talk 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.

Impact #1

Nykaa was able to handle repetitive requests ranging from cancellations, returns, shipping inquiries, replacements concerns, refunds and payment hassles for its customers on its app.

Impact #2

The company experienced a smooth transition while switching from one software system to another without missing the context.

Impact #3

Customers were given a button called ‘Beauty Advice’ that they could click to talk 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.

Benefit #1	Handled over 6 million total chats
Benefit #2	Achieved a bot deflection rate of 64.21%
Benefit #3	Increased customer engagement by approximately 2.2 times

Benefit #1

Handled over 6 million total chats

Benefit #2

Achieved a bot deflection rate of 64.21%

Benefit #3

Increased customer engagement by approximately 2.2 times

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Overview

Nykaa - Handling 1.6 Million Unique Conversations in Just the First 30 Days of Using Verloop.io

Operational Impact

Quantitative Benefit