Case Study: the world’s largest cosmetics company achieves higher CSAT and efficiency with Laivly

World’s Largest Cosmetics Company boosts QA by 12% with Laivly

The world's largest cosmetics company faced a challenge where their customer service agents were burdened with tedious workflows, which risked brand inconsistency as agents deviated from scripts to meet performance goals. They partnered with the vendor Laivly to automate tasks and help maintain a consistent brand experience in email communications while improving efficiency.

Laivly implemented a solution that automated these tedious tasks for the customer service agents. This resulted in a 12% improvement in QA, a 49.3% improvement in EPH, and a 17% improvement in FCR. The solution also led to significant gains in customer satisfaction, including a 10% improvement in CSAT and an 11.9% increase in perfect CSAT scores.