Customer Success Story: How House of Silk Enhanced Customer Support with Juphy AI
Ceyda Duz
Industry
Fashion & Lingerie
Mostly Used Features
- Smart Product Recommender
- Engagement Enhancer AI Pop-ups
- Customer Support Automation
- Multilingual Support
Channels
Shopify, WhatsApp, Instagram DMs
Tools
Juphy’s AI Chatbot for E-Commerce
Executive Summary
Since integrating Juphy AI in March 2024, House of Silk, a luxury lingerie brand, has seen remarkable improvements in customer support and sales. Juphy AI successfully managed 1,950 conversations and saved the team over 200 hours in customer support time. By offering 436 personalized product recommendations, with 72% of recommendations made during the day and 28% at night, Juphy AI significantly improved response times, especially for late-night shoppers. This round-the-clock support contributed to 14 additional sales, generating a total revenue of 56,380.90 TRY, and enhanced customer satisfaction by providing timely, expert-level assistance.
About House of Silk
House of Silk is a luxury lingerie brand that empowers women with beautifully crafted silk pajamas, bridal lingerie, swimwear, and more. They deliver their products globally, including in France, Germany and Turkey. With a focus on quality and elegance, House of Silk serves a selective clientele, offering personalized designs that cater to each customer’s unique needs. House of Silk uses the Shopify Advanced Plan to manage their online store and is focused on expanding their global reach.
“Juphy transforms product search into effortless discovery, simplifying the path to finding exactly what our customers need.”
Nilay Kum, Founder of House of Silk
USE CASE #1
Increasing Sales with Personalized Product Recommendations: 436 Products Suggested
The Challenge
House of Silk, with its extensive and diverse lingerie collection, often encountered customers facing challenges in selecting the right products and sizes. Uncertainty about fit or style often led to abandoned carts and higher return rates. The brand needed a solution to guide customers seamlessly through their purchasing journey while reducing hesitation during decision-making.
Common questions from customers include:
- “Do you offer customizable silk pajamas?”
- “What size should I order if I wear a size 36 in H&M swimwear?”
- “Can I change my shipping address after placing an order?”
- “Do you have any special discounts today?”
The Solution
Juphy AI’s Smart Product Recommender effectively addressed these challenges by delivering highly personalized recommendations tailored to customer preferences. By analyzing factors such as browsing history, previous purchases, and detailed size guides, Juphy AI provided precise suggestions and helped highlight special product features and collections, making the shopping experience more engaging and personalized.
The Results
- 436 personalized product recommendations were made, ensuring customers found their perfect fit and style.
- These tailored suggestions directly contributed to 14 additional sales, generating a revenue increase of 56,380.90 TRY.
- Shoppers appreciated Juphy AI’s detailed guidance, boosting overall customer satisfaction and reducing return rates.
USE CASE #2
Improving Customer Support Efficiency: 200+ Hours Saved
The Challenge
House of Silk’s customer support team was overwhelmed by a high volume of customer inquiries, especially during peak periods when they processed up to 350 orders a day. With limited resources, repetitive questions about product customization, sizing, delivery, and discounts took up too much of their time. They needed a solution that could reduce the workload while maintaining high-quality customer service.
The Solution
By integrating Juphy AI into their Shopify store, House of Silk automated responses to common inquiries such as sizing and product customization. Juphy AI’s ability to deliver fast, multilingual support (in 98 languages) and its high accuracy in responding to product-related questions reduced the workload for the support team by 90%. This allowed the team to focus on more complex tasks like custom orders and returns.
The Results
- 1,950 conversations handled by Juphy AI, freeing up significant time for the customer support team.
- Over 200 hours saved in customer support time, allowing the team to focus on more complex cases.
USE CASE #3
Capturing Late-Night Shoppers with 24/7 Support
The Challenge
House of Silk needed to support customers outside of regular business hours, especially to capture late-night shoppers in different time zones. Providing timely, expert assistance was critical to maintaining customer engagement.
The Solution
Juphy AI provided round-the-clock support, responding to customer inquiries 24/7. With 28% of recommendations made during the night, Juphy’s AI Assistant ensured that late-night shoppers received expert guidance and timely support, increasing engagement and satisfaction.
The Results
- 72% of product recommendations made during the day and 28% at night, capturing late-night shoppers and enhancing overall engagement.
- Improved customer satisfaction and increased conversion rates due to consistent, timely support.
Looking Ahead
House of Silk plans to further expand their use of Juphy AI to enhance the customer shopping experience. By leveraging AI-driven personalization, they aim to increase product recommendations and integrate additional support features, providing more tailored assistance to their luxury clientele. They are also exploring ways to integrate Juphy AI across other platforms like Instagram to streamline communication and maintain high levels of customer engagement.