We engage with your community at scale
BoxyCharm
*Comparing 3-month data without BrandBastion's solutions vs 3-month data with BrandBastion's solutions
Response Rate = # Responses Issued / Total User Comments
The challenge of delivering top-notch service and personalized engagement at scale
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.
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
THE SOLUTION
- 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.
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
*Comparing 3-month data without BrandBastion's solutions vs 3-month data with BrandBastion's solutions
Response Rate = # Responses Issued / Total User Comments
We can help you too.
Book a discovery meeting to understand how BrandBastion can help you achieve your goals.