Handling 150+ Daily Inquiries for a Beauty Device Brand
A beauty brand selling an at-home IPL hair removal device was growing quickly, and so was its support queue. Every day brought around 100 emails and 50 live chats about order tracking, how to use the device, returns and refunds. The in-house team couldn’t keep response times and quality consistent.
| Industry | Beauty and personal care devices |
|---|---|
| Services | Email and live chat support |
| Volume | 150+ inquiries a day (about 100 emails and 50 chats) |
| Tools | Shopify, Google Workspace, Slack |
| Team | 2 dedicated agents |
| Results | Live chat satisfaction above 90% · fewer complaints |
The challenge
A beauty device generates more questions than most products. Customers want to know how to use it safely, why they aren’t seeing results yet, where their order is and how returns work. At 150 messages a day, the brand’s team was falling behind, and replies became slower and less consistent.
What we did
1. Put two trained agents on email and chat
Two dedicated agents took over both channels. Live chats were answered in real time during business hours, and emails worked to set response targets.
2. Trained them on the product, not just the policies
Agents learned the device itself: how it works, how to use it safely, the usage guidelines and the manuals. They could walk a customer through a problem instead of just sending a link.
3. Handled the full customer journey
- Order updates and tracking
- Usage help, with the right section of the manual
- Refunds, replacements and returns within the brand’s policy
- One consistent brand voice across every reply
4. Fed problems back to the brand
When the same issue kept coming up, like a confusing step in the instructions or a shipping update customers didn’t understand, we flagged it to the brand. Fixing those at the source stopped the same questions from coming back.
Results
- 150+ inquiries handled every day across email and chat
- Live chat satisfaction above 90%
- Noticeably fewer customer complaints
- Better post-purchase experience for customers using the device
What other stores can learn from this
Products that need explaining create support volume. Train your agents on how the product works, not just your return policy, and treat repeat questions as feedback for your product page and instructions. Our guide on handling angry customers covers the conversations that come with it.
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