How IPSY doubled ticket alerts and scaled customer empathy with automation

Proactive alerts doubled

100%

Urgent tickets like allergies now surface automatically through daily Zendesk scans, helping the team act quickly and protecting the brand.

Reddit issues missed

Zapier automation captures all actionable Reddit mentions in real time, allowing the team to stay responsive to public sentiment.

AI-generated drafts per emergency

Emergency comms now begin with an AI automated draft, speeding weekend response.

Tamanho da empresa

600

Indústria

Beauty

Sobre

IPSY is a beauty subscription service that delivers personalized product picks to members every month.

“Zapier lets us go about our weekends knowing we won’t miss something mission-critical. We’re ready to respond, and we don’t have to keep refreshing Slack.”

— Larry Montoya, Senior Operations Manager of Customer Care at IPSY

IPSY needed to immediately flag support tickets about product allergies to avoid delayed responses and potential harm.

Zapier scans Zendesk for keywords daily, updates a Google Sheet, and alerts the team to new allergy-related tickets.

Now surfacing 20–30 tickets per day, the team catches critical issues faster while maintaining focus on broader priorities.

The team lacked a way to escalate urgent weekend issues without being online 24/7.

A Zap triggers from a Google Form submission, filters for high-priority issues, sends SMS/email alerts, and uses AI to draft a response.

The right people are alerted instantly, and customers receive empathetic responses fast—even on weekends.

— Larry Montoya, Senior Operations Manager of Customer Care at IPSY