How OLAPLEX spun up customer support for Italian, French, and Spanish-speaking customers in <2 weeks
20,000+
<1 hour
87%
“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 and really appreciate your team stepping in so quickly to help.”
About OLAPLEX
Leading hair care brand OLAPLEX is loved by stylists in 60+ countries and by consumers around the world. Building a brand with such a loyal customer base internationally takes more than just great products — it also takes a lot of customer care and hair experts.
New markets required new languages
The OLAPLEX customer care team receives millions of customer inquiries each year. Customers send pre-sale and post-sale questions through email, live chat, social media, and SMS asking questions like:
- Which OLAPLEX product is right for me?
- What’s the best way to use the product?
- Where is my order?
- How do I 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, where OLAPLEX was well-staffed to provide exceptional support.
The challenge came when they were expanding quickly into new markets and launching localized websites in Italian, French-Canadian, and Spanish — and their existing team didn’t speak those languages.
The beauty brand needed a partner ready by launch day
With the launch rapidly approaching, OLAPLEX didn’t have the time and resources to recruit Italian, French-Canadian, and Spanish speaking customer care agents before the localized sites went live. They needed a partner who could:
- Launch support in new languages in less than 2 weeks
- Recruit people who understand the OLAPLEX brand
- Train experts quickly and ensure 100% on-brand responses
Remarkable AI builds a team of native speakers in days
Remarkable AI recruited, onboarded, and trained 13 native-language speakers as experts for OLAPLEX in just two weeks. In just a few months, OLAPLEX saw the following impact:
- 20,000+ tickets solved
- 1 hour first response time on average
- 87% return on investment
After successfully expanding into new markets with support from Remarkable AI, OLAPLEX continued to use our 24/7 support for key moments.
- Crisis management: In 2022, an ingredient called lilial went viral on social media, with more than 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, they still received a flood of emails from concerned customers. OLAPLEX turned to Remarkable AI to help address the influx of concerns and reassure customers quickly.
- Spikes during holidays and new releases: Whenever OLAPLEX launches new products or promotions, they see a spike in the number of email tickets their support team receives. To keep response times as quick as usual, they ramp up coverage with Remarkable AI experts.
- For team freedom and relief: Whenever the core OLAPLEX customer experience team goes on holiday, they trust Remarkable AI to step in and provide coverage so there are no CX gaps.