Case Study: Yves Rocher achieves 92% faster case resolution with Notch

Yves Rocher Doubled Support Capacity With Zero Hiring

The customer, Yves Rocher, a global leader in botanical beauty, faced challenges in scaling its high-touch customer support to meet rising demand. Their operations were strained by a high volume of tickets related to subscriptions, loyalty programs, and post-purchase issues, which pressured response times and stretched their agent resources.

The vendor, Notch, implemented its autonomous AI customer support agent, which integrated with the company's core platforms like Shopify and Gorgias. The solution automated complex processes end-to-end, including refunds, order updates, and subscription management. This allowed Yves Rocher's agents to focus on high-value work. The results were significant: Notch autonomously resolved 73% of all tickets, eliminated the need to double the support team, and achieved a 92% faster average resolution time, cutting it from 2.1 hours to 9 minutes. This also contributed to a 35% increase in revenue.

Yves Rocher

Mai Hatuel

Head of eCommerce Operations