Response Time Accelerated by 11 Hours at The Purest Solutions: 20 Business Days of Operational Time Saved in 30 Days

The rising brand of the skincare and cosmetics category, The Purest Solutions, started using Dot Assist to manage increasing customer inquiries in marketplaces more quickly and efficiently. Following the integration, response times accelerated by 11 hours, and the team saved 20 business days of operational time in just 30 days.

Challenge

The cosmetics category is one of the areas where customers demand the most detail regarding product ingredients and usage. The Purest Solutions team faced several key challenges:

• Technical questions requiring expertise and detailed information about product ingredients (acids, vitamins, etc.)
• Increased customer service workload due to high inquiry volumes
• Potential lost sales due to delayed responses to inquiries
• Team members spending a large portion of their time manually answering repetitive questions

Action (Solution Process)

The Purest Solutions team integrated their Trendyol and Hepsiburada stores with the Dot Assist AI customer representative.

The Dot Assist system managed the process as follows:

• Conducted an in-depth analysis of all the brand’s product descriptions and detailed ingredient information.
• Enhanced response quality by learning from past customer inquiries and the brand’s communication style.
• Generated personalized and trustworthy answers for every question based on product data.
• Relieved the customer service team of the operational burden by answering questions automatically within seconds.

Results

Following the implementation of Dot Assist, operational efficiency in The Purest Solutions stores reached record levels:

• Average response time was accelerated by a full 11 hours.
• The speed of responding to customer inquiries increased by 136 times.
• The team saved 20 business days worth of operational time within the first 30 days alone.
• The customer service team was freed from manual workload, allowing them to focus on more strategic and brand development-oriented tasks.

In this way, The Purest Solutions improved the customer experience by responding to inquiries within seconds and optimized its operational processes to the maximum level.