Case Study: IPSY doubles proactive ticket alerts and scales customer empathy with Zapier

Ipsy doubles proactive ticket alerts with Zapier

Ipsy, a beauty subscription service, faced the challenge of needing to immediately flag customer support tickets concerning product allergies to avoid delayed responses and potential harm to members. They also lacked a way to escalate urgent issues that arose on weekends without requiring staff to be online constantly. To address these challenges, they turned to automation vendor Zapier.

Using Zapier, Ipsy automated their workflow to scan Zendesk tickets for keywords daily, update a Google Sheet, and alert the team to new allergy-related issues. For weekend emergencies, a Zap triggers from a Google Form, filters for high-priority issues, sends SMS and email alerts, and even uses AI to draft a response. The results for Ipsy were significant: they now surface 20-30 critical tickets per day, have doubled their proactive alerts, and ensure customers receive fast, empathetic responses even outside of business hours.

Ipsy