Nykaa - Handling 1.6 Million Unique Conversations in Just the First 30 Days of Using Verloop.io
Company Size
1,000+
Region
- Asia
Country
- India
Product
- Verloop.io
Tech Stack
- Chatbot
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Productivity Improvements
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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