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Hairlust Saves 20% of Their Communication Time with 800K Monthly Visitors across 13 Localized Websites
Hairlust: the top-notch D2C hair care brand
Located in the vibrant city of Copenhagen, Hairlust is more than just a hair care brand—it's a movement towards clean, conscious, and seriously effective hair care.
Since 2017, Hairlust has been at the forefront of the direct-to-consumer revolution, using social media and influencer marketing to build authentic, personal relationships with shoppers. They consistently listen to and grow from their customers' feedback, creating a brand that truly understands and meets the needs of their community.
At one point, Hairlust decided to enhance customer interactions by introducing chatbot automation while maintaining a personal touch.
Did they achieve this goal? Absolutely!
Hairlust embodies Scandinavian principles of simplicity, quality, and sustainability. Their products are crafted with certified organic ingredients and proudly hold top industry certifications. Committed to being vegan and cruelty-free, Hairlust promises that their hair care solutions are kind to both customers and the planet.
At our core, we aim to revolutionize hair care by leading in sustainability, innovation, and transparency. We’re dedicated to providing not only top-notch products but also unparalleled personal customer service and access to educational and inspirational content.
Rasmus Serup, CEO & Co-founder of Hairlust
The brand has expanded into 13 local markets, developed 60 innovative products, and attracted over 500,000 customers. Today, Hairlust sells more than 60,000 hair care products each month, handles 15,000 monthly orders, and welcomes over 800,000 unique visitors across their 13 localized country domains—all in the highly competitive and extremely demanding premium beauty products sector.
Building a premium shopping experience with AI chatbot automation
The Hairlust team keeps things smooth and personalized for their customers by using advanced strategies, including automated chatbots—super-efficient helpers that provide real-time support and tailored recommendations, making the shopping experience much more convenient.
By integrating ChatBot, we hoped to work more efficiently in our customer service and offer our customers a better experience with fewer back-and-forth emails.
Rasmus Serup, Hairlust
One chatbot for 13 localized domains and multiple languages
Hairlust keeps things simple and streamlined by using one chatbot flow for all of their localized D2C stores. The chatbot flow also uses filters to tailor responses based on the visitor's country.
ChatBot is really great with customization and scalability. We use it on all of our 13 domains with 800K+ unique monthly visitors, and personalize the experience depending on the language.
Rasmus Serup, Hairlust
Managing everything in one place helps Hairlust save time, cut down on errors, and ensure a consistent customer experience across different regions. Plus, it makes updates and maintenance a breeze, keeping their operations smooth and reliable.
Thanks to filters, we can instantly show the correct language and local country topics. We really do care about offering a local experience in native languages, and ChatBot offers a great consolidated solution.
Rasmus Serup, Hairlust
Premium and personalized, yet still self-service
Hairlust aggregates customer service inquiries on the Contact us page. Their social media channels also redirect users there with auto-replies, streamlining all customer queries into one optimized landing page.
Such a setup lets the Hairlust team focus on more creative and less repetitive tasks. Consolidating customer inquiries helps Hairlust manage and respond to inquiries quickly and more accurately, creating a consistent support experience.
Isn't it great when tracking and analyzing customer issues become more straightforward, leading to better solutions and higher customer satisfaction? As a result, the team has more time to work on innovative projects and strategies.
Also, ChatBot isn't just a one-trick pony. It supports multiple languages, making content localization a breeze. Need to adjust the chatbot flow? No problem! ChatBot is super customizable for different business purposes. Whether you want to upgrade customer service, raise user engagement, or customize interactions for different markets, the flexibility and adaptability of the chatbot's created scenarios will keep you covered.
The Hairlust team uses ChatBot to make their customer service run smoother. It helps them handle fewer emails and easily gather the extra info needed for customer questions. This way, everything is hassle-free for both the team and their customers.
ChatBot directs customers to their exact challenge in no time. When human interaction is needed, we can get all the data needed to offer a proper response beforehand.
Rasmus Serup, Hairlust
Hairlust’s workflows automated with ChatBot:
- Order tracking via the Show order flow set within the Shopify and ChatBot integration.
- Return and refund claims guidance.
- Product offerings with AI-powered product suggestions, product cards, and the brand-designed Hair Test.
- Comprehensive information on product subscriptions, brand collaborations, and more.
Managing customer support was a real challenge, but integrating with the advanced ChatBot solution made a world of difference. The AI chatbot quickly directs customers to their specific issues, cutting down on resolution time. Moreover, it seamlessly integrates with Shopify and other customizations, keeping everything running smoothly.
When a human touch is needed, the support team has all the info they need to respond appropriately. Plus, they have tools to measure the time spent on queries and track tickets. The result? 20% less time spent on handling customer queries and ticket resolution.
We measure the amount of time we spend on customer queries and the number of customer tickets, and they both have reduced by about 20%.
Rasmus Serup, Hairlust
Instant insights on customers' needs
The Hairlust team uses Reports and Archives to better understand their customers. With AI-powered chats, they can get both stats and detailed feedback.
Reports help them see the most common interactions, giving a clear picture of what customers want when they start chatting.
Archives, on the other hand, let them look at individual chats to see how users interact with their chatbot.
We get a much better understanding of our website visitors’ most popular concerns. The reporting tool shows us what topics are the most popular. This data helps us prioritize where to focus and where to improve our communication.
Rasmus Serup, Hairlust
Lightweight tools for scalable results
Hairlust bets on simple and no-code solutions for their business growth. Keeping it lean and agile allows them to focus on creating unique and effective products—a key component to delivering real value for their customers.
They chose Shopify for their ecommerce setup and integrated the platform with ChatBot to gain superpowers like automated order tracking and product recommendations directly in chats. They also use tools like WorkForms for creating visually appealing forms for their customers.
Want to start customer service automation on your ecommerce site?
Hairlust nails it in the hair care world with top-notch products and a super smart, personalized customer service thanks to AI.
Want to see what it's all about? Sign up for free and kick off a 14-day ChatBot trial.
