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boxycharm-Jun-28-2021-04-36-41-77-PM

BoxyCharm

How BoxyCharm Masters Personalized Conversations At Scale While Driving +56% ROAS
+85% Increase in Monthly Average Responses
+56% Increase in Purchase ROAS
+222% Increase in Response Rate

*Comparing 3-month data without BrandBastion's solutions vs 3-month data with BrandBastion's solutions

Response Rate = # Responses Issued / Total User Comments

OVERVIEW

The challenge of delivering top-notch service and personalized engagement at scale

As a leader in the beauty box subscription industry, BoxyCharm has a highly engaged social media community made up of dedicated and passionate customers. BoxyCharm sought a solution to manage the brand's social media engagement and increase its overall response rate while focusing its internal team's resources on 1 on 1 conversations with customers. This way, their team could apply themselves to the cases that required more attention and effectively engage with their community.
THEIR STORY

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.

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Keeping up with the high volume of comments received 24/7 and responding promptly

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
BrandBastion Care: 1-1 customized responses at scale

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.
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boxycharm-Jun-28-2021-04-36-41-77-PM
BrandBastion allowed us to increase our response rate and cut down response times, while giving our team the opportunity to focus on the cases that require a personalized touch and our in house expertise. This collaboration enables us to be more engaged than ever with our community.
Anna SkidmoreVice President, Customer Experience at BoxyCharm
BoxyCharm improves response rate and purchase ROAS

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

bc-comments
+85% Increase in Monthly Average Responses
+56% Increase in Purchase ROAS
+222% Increase in Response Rate

*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.
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