The Challenge
Peak demand made personalized post-purchase support harder to scale.
Jones Road Beauty needed to manage high volumes of customer inquiries, especially around returns, exchanges, order lookups, and WISMO.
The goal was to maintain personalized, timely customer service without placing undue strain on the CX team during peak sales events.
The Solution
StateSet automated routine requests while preserving tone.
StateSet ReSponse AI was trained on Jones Road Beauty's knowledge base so common responses stayed accurate and matched the brand voice.
By integrating with Shopify, the agent could provide order-related information and help customers move through return and exchange processes more smoothly.
The Results
The team handled surges without compromising response quality.
Jones Road Beauty used automation to manage increased inquiry volume during peak events like Black Friday and Cyber Monday.
After go-live, ReSponse handled thousands of post-purchase requests while helping the team focus on complex, high-value interactions.