How BoxyCharm Masters Personalized Conversations At Scale

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.

Keeping up with the high volume of comments received 24/7 and responding promptly

CHALLENGES

Maintaining the brand’s consistently high response rate while allocating resources to the more difficult, escalated cases.
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
Taking control of urgent issues

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.

Anna SkidmoreVice President, Customer Experience at BoxyCharm

BoxyCharm improves response rate and purchase ROAS

THE RESULTS

After partnering with BrandBastion and using the Customer Engagement Solution, BoxyCharm’s team was able to almost 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.

*Comparing 3-month data without BrandBastion's solutions vs 3-month data with BrandBastion's solutions

BoxyCharm

The challenge of delivering top-notch service and personalized engagement at scale

About The Brand

CHALLENGES

THE SOLUTION

THE RESULTS

We can help you too.