Overview

GlowSkin Beauty, a fast-growing skincare brand in the Middle East, was processing over 2,000 orders daily—80% of which were COD. Their return rate had climbed to 55%, eating into margins and creating operational chaos.

The Challenges

• COD cancellation rate at 55%—well above industry average
• Manual confirmation calls taking 4+ hours daily
• No way to scale confirmation process during campaigns
• Lost revenue from fake orders and wrong addresses
• Support team overwhelmed with "where is my order" queries

Our Approach

• 1Deployed Basic Bundle for instant order confirmations via WhatsApp
• 2Integrated with Shopify for real-time order data
• 3Added Pro Bundle for AI-powered customer support
• 4Built knowledge base covering 200+ product and policy questions
• 5Set up automated order status updates and delivery notifications

The Results

• COD return rate dropped from 55% to 29% within 60 days
• Confirmation time reduced from hours to under 5 seconds
• 80% of support queries now handled by AI
• Team refocused from reactive support to proactive customer success
• Campaign capacity increased 5x without additional headcount