Challenge

Doe’s luscious lashes are a hit with a young, fresh-faced audience. But going from a small brand to something much bigger in a short space of time made it almost impossible to communicate with customers on an individual level. 

Navigating Products: Doe Beauty’s eyelash collections, “Fairy”, “2.0”, and “Neo”, although distinctive, left customers puzzled about their ideal choice. Their bundled products, being high-value, needed better promotion, but the selection process seemed non-linear to customers.

Preserving the Digital Aesthetic: Committed to a clutter-free and elegant digital interface, the brand was hesitant to integrate traditional chat widgets. Yet, they were keen on ensuring customers felt supported.

As a result, the Doe hunted a solution that would allow them to continue connecting with customers at a much larger scale than before—without needing to hire hundreds more support staff.

Solution

Not talking to its customers wasn’t an option—Doe built their brand through word-of-mouth referrals and snowballing loyalty of its shoppers. When Chase Dimond recommended Rep, the team at Doe Beauty agreed to try it out.  

With Rep seamlessly integrated on the site, Doe was able to provide instant recommendations to new and existing lash lovers. Rep has also become the brand’s primary line of support, with Gorgias to back it up. Shoppers can get personalized product recommendations and custom content based on their individual wants and needs. 

Stealth Mode: Leveraging Rep AI's Hidden mode, Doe Beauty offered an unobtrusive browsing experience. The chat widget seamlessly appeared ONLY when customers were identified as "disengaged" by Rep’s behavioral AI, offering timely help.

Tailored Product Guidance: With Rep’s customized Lash Finder and Bundle Finder, Doe Beauty ensured customers easily navigated their collections and bundles.

When a shopper lands on the site, the "concierge" gives them the option to shop for lashes through personalized suggestions, browse money-saving bundles, or ask a question. Information about shipping and returns, order details, and even tutorials for newcomers can be accessed directly through the chatbot, relieving the real-life support team of tedious back-and-forths.

What’s more, Doe can catch the attention of shoppers who are actively in buy mode, reassure shoppers, and tackle any objections that might be holding them back. The result? An increased conversion rate and a slicker sales cycle. 

“We really didn’t get the chance to talk to our customers before,” says Jason Wong, Founder of Doe Beauty. “It wasn’t scalable, at least not in a way that we were able to really interact with our customers and recommend products. Rep took a lot of that tediousness out of the entire experience because it really allows our customers to find what they need.”

Results

Doe Beauty credits 9% of its total orders to Rep in the first month of using it. Conversions also got a boost through personalized shopping experiences, and more than that, it has taken some of the pressure off of the Doe team.

Implementing Rep reduced the number of support tickets the team gets because it automatically supports and answers the vast majority of customer questions. This means the team can focus on support tickets and questions that really do need human input.

Because Rep seamlessly integrates with Gorgias, the hand-off to a live human is seamless—and painless for shoppers and customers alike.

“There’s a lot of benefits to Rep, but it’s the ability to run our customer support line 24/7 without hiring extra people that’s been really attractive to us. I don’t want my team to have to work 24/7, but I also want to make sure I’m providing the best possible customer support to our audience.” 

When it comes to extra bonuses, the Doe team loves that they can hide the chatbot within the website footer for a clutter-free experience.

“These tools often take up a lot of real estate on a website, but Rep allows us to be really malleable with the way we present our widgets,” says Jason. “It’s not interrupting and annoying visitors. It just makes the site a lot cleaner but is also present whenever people need help.”

A better user & customer experience for Doe Beauty, means more loyalty in the long run. Doe Beauty continues to evolve their digital shopping journey, focusing on intuitive product selection and proactive customer assistance.