Organic SkincareEuropePro Bundle
Pure Essence
Limited support hours hurting international sales
24/7Support coverage
85%Automation rate
+32%CSAT improvement
+18%International sales
Overview
Pure Essence serves customers across Europe and the Middle East, but their UK-based team could only provide 9-5 support. Off-hours inquiries were going unanswered, hurting international growth.
The Challenges
- Support limited to UK business hours (9am–5pm GMT)
- Middle East customers (largest market) poorly served
- Pre-purchase questions going unanswered overnight
- CSAT scores declining due to slow response times
- Hiring for 24/7 coverage was cost-prohibitive
Our Approach
- 1Deployed Pro Bundle for round-the-clock AI support
- 2Built comprehensive knowledge base in English and Arabic
- 3Configured timezone-aware responses and handoff rules
- 4Set up proactive follow-ups for abandoned conversations
- 5Integrated CSAT surveys post-conversation
The Results
- Achieved true 24/7 support coverage
- 85% of queries fully resolved by AI
- CSAT improved from 3.8 to 4.6 stars
- International sales grew 18% in first quarter
- Human team now focuses only on complex issues
The knowledge base integration is incredible. Customers get accurate answers about ingredients, routines, and shipping instantly. Our CSAT scores have never been higher.
Fatima Khan
Customer Experience Lead, Pure Essence