Revolution Beauty handled nearly 60% fewer customer service queries this Black Friday compared to 2024, achieving this by using AI chatbots and WhatsApp. The cosmetics brand reported that 25% of all customer enquiries were resolved by AI without agent intervention. This approach also eliminated the typical post-Black Friday query backlog, which fell by 95% year-on-year.
WhatsApp emerged as a significant support channel, resolving 29% of queries – a sharp rise from 4% in the previous year. This demonstrates a clear shift in how consumers prefer to communicate during high-volume sales periods. The brand's Head of Digital Development noted that meeting customers on preferred channels, like WhatsApp, is crucial for staying competitive.
While the data highlights the success of integrating AI and diverse communication platforms, the focus remains on how quickly these tools can handle complex issues. For salons and barbershops, adopting such technology means not only managing increased demand but also freeing up skilled staff to address nuanced client needs that AI cannot yet solve.
