What they came to us for
ManeUp sells a specialized hair care product that prompts detailed questions. Beowulf had spent months monitoring inboxes himself because explaining the product accurately took more than a generic reply.
As paid advertising grew, keeping up with comments became harder. Some threads contained 30 to 50 messages between customers. The team needed to answer genuine questions while allowing those conversations to continue naturally.
How they used SmartReply
ManeUp used examples from its existing conversations to guide SmartReply’s answers. During the interview, the team reviewed how to add custom examples when a reply needed more context or a clarifying question.
They also reviewed comment search, moderation, and threads where the agent liked a comment or left a conversation alone. Beowulf valued being able to manage replies buried inside long discussions.
What changed
Beowulf reported positive customer feedback about the brand’s responsiveness. He also pointed to the agent’s ability to recognize when two customers were talking to each other and avoid interrupting them with a sales reply.
For ManeUp, the value was a more manageable comment workload and more consistent attention to product questions. The interview supports that operational story without establishing a measured reduction in advertising costs.
“This level of interactivity is amazing.”
Founder, ManeUp
Sources and context
Adapted from the recorded ManeUp customer review. Store performance comparisons reflect the reviewed period and do not isolate SmartReply’s effect. Features described reflect the recording.