As a leading hair care brand with $600M+ in annual sales, OLAPLEX is a fast-growing hair care brand loved by stylists in 60+ countries worldwide. As most brands know, building a brand with such a loyal customer base internationally takes more than just great products - it also takes a lot of of customer care and hair experts. 

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OLAPLEX’s CX Challenge

The OLAPLEX customer care team receives millions of customer inquiries annually through email, live chat, social media, and SMS on pre- and post-sales questions like: 

• Which OLAPLEX product is right for me?
• What’s the best way to use the product?
• Where is my order? 
• Report an issue like a damaged delivery

Keeping the bar high for customer satisfaction wasn’t an issue in the US, UK, Australia, and Canada, since OLAPLEX was perfectly staffed to support their customers in those markets. The challenge came when they were expanding quickly into new markets and launching localized websites in Italian, French-Canadian, and Spanish - and their existing agents didn’t speak those languages. 

OLAPLEX also didn’t have the time and resources to recruit Italian, French-Canadian, and Spanish speaking customer care agents before launch. That’s when they turned to outsourcing solutions. They were looking for a partner who could:

• Help them launch support in new languages in 2 weeks max
• Recruit people who understand the OLAPLEX brand
• Train the agents quickly and ensure 100% on-brand responses

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How Chatdesk met OLAPLEX’s CX needs 

Chatdesk helps brands scale their CX efficiently and drive conversions by leveraging industry experts or Superfans of their brand. For OLAPLEX, Chatdesk recruited, onboarded, and trained 13 CX experts in just two weeks. In just a few months, OLAPLEX saw the following impact from partnering with Chatdesk:

• Average 1 hour First Response Time
• 20,000+ tickets solved
• 87% Return on Investment based on revenue generated

Meet a few team members of Chatdesk experts for OLAPLEX

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Turning to Chatdesk Support for Crisis Management, Peak Times, and Team Coverage

After partnering with Chatdesk to expand into new markets, OLAPLEX also decided to use our 24/7 support for other use cases:

• Crisis Management: In February 2022 there was a viral social media wave about an ingredient called lilial. This discussion had over 30M+ views on TikTok. Customers were concerned that OLAPLEX was using an ingredient that had been banned in Europe. Though OLAPLEX had already stopped using lilial and  reformulated their product in January 2022, they still received a flood of emails from customers about this. To address customer concerns quickly before it did any damage to their brand, they scaled support with Chatdesk experts to address the influx of email inquiries.
• Spikes due to holidays and new product releases: Whenever OLAPLEX launches new products or promotions they receive a higher than usual volume of emails. To keep response times the same, they increased support help with Chatdesk experts.
• For team coverage: Whenever the core OLAPLEX CX team goes on holiday, they trust Chatdesk experts to step in and help provide coverage so there are no CX gaps.

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“I wanted to thank you and your team for all your great work recently - I know we had an urgent influx a few weeks ago in the US and really appreciate your team stepping in so quickly to help.” 

- Kathy Lewis, Vice President of Customer Experience at OLAPLEX

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How Chatdesk can help you

Chatdesk CX experts help innovative companies supercharge sales through their social and support channels. Our US-based teams deliver perfectly on-brand responses that turn customer inquiries on social, email, and chat into 10% more conversions and higher customer satisfaction. 

Loving our instant Zendesk and Gorgias integration and pay-per-ticket pricing, hundreds of innovative brands including Thinx, Shea Moisture, Storyworth, and Mented Cosmetics trust Chatdesk to satisfy their customers. 

Need some help? Schedule a demo to learn more at Chatdesk.com.