alby | DefenAge transforms skincare customer service with AI

About DefenAge

Founded in 2014, DefenAge is a pioneer in utilizing cell biology and regenerative medicine to develop skincare products. Their products are designed to make skin look visibly younger using natural, scientifically-backed methods. DefenAge’s commitment to clean, cruelty-free, and effective formulations has set them apart in the beauty industry.

The Challenge

DefenAge’s customers often have complex skincare needs that require personalized advice to ensure product efficacy and safety. The challenge was to provide immediate, accurate, and tailored skincare recommendations without the customer having to wait or navigate through extensive content.

Why alby?

DefenAge chose to implement alby for several key reasons: 

• Real-time Interaction: alby enabled real-time customer interaction, allowing DefenAge to address questions instantly and accurately. This is crucial in the skincare industry where consumer trust and product efficacy are paramount.
• Ability to Personalize with Accuracy: alby's features allowed DefenAge to set up guardrails and rules, ensuring customers receive safe and accurate product advice tailored to their needs.
• Support Inquiry Reduction: alby could serve as an extension of DefenAge's customer support team, answering product-specific questions and freeing up time for agents to tackle other tasks, enabling comprehensive support to customers.

The Solution

alby was integrated into DefenAge's online platform to automatically answer customer inquiries related to skincare concerns, product suitability, and usage instructions. This AI product assistant was trained on DefenAge’s extensive clinical research and product information to provide evidence-based recommendations. alby also adapts to user feedback and interaction patterns to improve its responses over time, ensuring that the customer experience is continually improved.

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Questions revealed key customer insights.

Results

The introduction of alby has revolutionized how DefenAge engages with its customers:
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Increased Conversion Rates: alby's immediate responses and accurate product recommendations have significantly shortened the customer journey from inquiry to purchase. DefenAge sees conversion rates up to 10% for alby engaged customers.

Improved Customer Experience: 94% of customers interacting with alby rated the experience a 4 or 5 out of 5 in response to “how useful did you find this experience?

Enhanced Customer Trust: By providing dependable and scientifically-backed advice, alby has helped increase consumer confidence in DefenAge products.
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Conclusion‍

DefenAge's adoption of alby has successfully addressed the challenge of providing personalized skincare advice online, leading to improved customer satisfaction and increased conversions. This case study demonstrates the potential of Generative AI to transform customer service in the skincare industry, making it a valuable tool for companies looking to innovate and grow in a competitive market.