What they came to us for
Bask & Lather was fielding thousands of comments a day. Even finding the questions that needed an answer meant scrolling through a large volume of conversation.
Shaina described social community management as taking 70% or more of team members’ time. She wanted them to do more creative work instead of spending the day answering routine customer questions.
How they used SmartReply
The team set up SmartReply to answer DMs and product questions. Shaina said she had it running in a day and that it could handle about 90% of their DMs.
In the review, she described the agent recommending complementary products, including a mist with an edge control product. She also shared that her Spanish speaking operations director had checked a Spanish reply and found it conversational and accurate.
What changed
The immediate change was less routine work for the social team. Shaina highlighted how quickly the agent learned the brand and products, and how naturally it made product recommendations.
The first seven day dashboard review showed order revenue up 14%, orders up 20%, and returns down 14%. Those figures describe the store’s performance during the reviewed period. They do not isolate the effect of SmartReply.
“It's really good at product recommendations for sure.”
Chief Executive Officer, Bask & Lather
Sources and context
Adapted from the recorded Bask & Lather customer review. Store performance comparisons reflect the reviewed period and do not isolate SmartReply’s effect. Features described reflect the recording.