Customer Story — IPSY
Customer Story — IPSY
Como o IPSY dobrou os alertas de tickets e ampliou a empatia do cliente com a automação
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
0
Zapier automation captures all actionable Reddit mentions in real time, allowing the team to stay responsive to public sentiment.
AI-generated drafts per emergency
1
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
Staying proactive when customer health is on the line
Desafio
IPSY needed to immediately flag support tickets about product allergies to avoid delayed responses and potential harm.
Solução
Zapier scans Zendesk for keywords daily, updates a Google Sheet, and alerts the team to new allergy-related tickets.
Resultados
Now surfacing 20–30 tickets per day, the team catches critical issues faster while maintaining focus on broader priorities.
Handling weekend emergencies with ease
Desafio
The team lacked a way to escalate urgent weekend issues without being online 24/7.
Solução
A Zap triggers from a Google Form submission, filters for high-priority issues, sends SMS/email alerts, and uses AI to draft a response.
Resultados
The right people are alerted instantly, and customers receive empathetic responses fast—even on weekends.
