Overview

‍Deciem, the innovative beauty brand behind The Ordinary, introduced a digital human assistant to support the launch of their updated Squalane Cleanser. This solution was designed to provide real-time guidance and support to customers exploring the product during its launch, ensuring an engaging and efficient experience on the brand’s website.

Challenge

‍The Squalane Cleanser launch attracted significant interest, with customers seeking detailed information about the product’s formulation, benefits, and compatibility with various skin types. Deciem’s customer support team faced a surge in inquiries, including usage tips, ingredient questions, and order assistance. To handle this increased demand while maintaining high service standards, Deciem needed a scalable and cost-effective solution to manage customer interactions efficiently.

Solution

‍Deciem partnered with AKOOL to deploy a digital human assistant specifically for the Squalane Cleanser launch. The assistant was integrated into Deciem’s website and equipped with the following capabilities:

• Answering frequently asked questions about the Squalane Cleanser’s key ingredients and benefits.
• Providing personalized advice on how to use the cleanser and incorporate it into existing skincare routines.
• Assisting with operational inquiries, such as order tracking and stock availability.

The assistant worked seamlessly alongside Deciem’s knowledge base, offering customers immediate, accurate, and friendly guidance during the launch phase.

Results

‍The digital human assistant delivered notable outcomes during the Squalane Cleanser launch:

• Instant Support: Customers received real-time answers, eliminating delays associated with traditional email or chat-based customer service.
• Increased Engagement: The assistant’s interactive presence boosted website dwell time, as customers explored the cleanser’s features and received tailored guidance.
• Improved Conversion Rates: Addressing customer concerns directly and efficiently helped drive more conversions during the launch period.
• Positive Feedback: Customers praised the assistant for its clear and professional communication, enhancing trust and satisfaction with the Deciem brand.