How BoxyCharm Masters Personalized Conversations At Scale While Driving +56% ROAS
Increase in monthly average responses
Increase in Purchase ROAS after 3 months
+222%Increase in Response Rate
01 | OVERVIEW
The challenge of delivering top-notch service and personalized engagement at scale
As a leader in the beauty box subscription industry, BoxyCharm has a highly engaged social media community made up of dedicated and passionate customers. BoxyCharm sought a solution to manage the brand's social media engagement and increase its overall response rate while focusing its internal team's resources on 1 on 1 conversations with customers. This way, their team could apply themselves to the cases that required more attention and effectively engage with their community.
02 | THEIR STORY
About The Brand
BoxyCharm is an online beauty subscription company that offers monthly boxes with 4-5 full-size products from popular and upcoming beauty brands. With an incredibly active and engaged community, BoxyCharm receives over 1,000,000 comments a year.
03 | THE CHALLENGE
Keeping up with the high volume of comments received 24/7 and responding promptly
- Managing the level of engagement on social media within their internal customer service team
- Engaging with the +400 comments per post
- Responding to customer comments in a timely manner
- Maintaining the brand’s consistently high response rate while allocating resources to the more difficult, escalated cases.
- Taking control of urgent issues
04 | THE SOLUTION
BrandBastion Customer Engagement
- Responds on the client’s behalf within 60 minutes, 24/7.
- Responses available across a wide variety of categories, including but not limited to - Customer Complaints, FAQ, Fan Community, and Product Interest.
- Offers up to 50 response variations per category, to maintain authenticity and to keep responses dynamic.
BrandBastion allowed us to increase our response rate and cut down response times, while giving our team the opportunity to focus on the cases that require a personalized touch and our in house expertise. This collaboration enables us to be more engaged than ever with our community.
Vice President, Customer Experience at BoxyCharm
05 | THE RESULTS
BoxyCharm improves response rate and purchase ROAS
After partnering with BrandBastion and using the Customer Engagement Solution, BoxyCharm’s team was able almost to double their total monthly responses within the first month, while significantly increasing their purchase ROAS.
- Total average of over 10,000 responses issued per month. This is the equivalent of an estimated 500 hours of CS work per month.
- The response rate also increased by 222%, leading to more satisfied customers and higher positive sentiment within their engagement.
- Purchase ROAS increased by 56% after three months using the customer engagement solution, implying improved responses directly affected return on ad spend.