
How expondo went live with Ticket Automation in 5 Days
After going live with ticket automation in 5 days, expondo now saves 3 minutes per email ticket with automation.
A global cosmetics brand offering fresh, handmade beauty products
HQ’ed in the UK, Lush has branches in 21 countries — and stores operate in additional regions under franchise
170 agents provide support in 15 languages to Lush customers around the world
Customer care is available 7 days a week via phone, SMS, and email
Lush needed to scale their support to meet growing demand — without growing their customer service team
Ultimate’s ticket automation solution and a seamless integration with their existing CRM: Zendesk
Naomi Rankin
Global Customer Care Manager, Lush
Customer-centricity is at the heart of how Lush operates. That’s why they started out as support automation skeptics: “We’ve always resisted too much automation because we never wanted to replace personal interactions,” says Naomi. But once they saw the substantial effort ticket automation would save them — giving agents more time to engage in meaningful conversations with customers — the support team soon became AI enthusiasts.
It took just 16 days for Lush to go live with ticket automation, and on his first day Marvin (as the team named their bot) answered 37% of tickets. But Lush’s support department doesn’t measure success by traditional efficiency measures. Instead, they focus on what customers are saying. And in the week after launching, despite higher numbers of complaints over Black Friday and delivery disruption due to UK Royal Mail strikes, CSAT was at 93%.
Naomi Rankin
Global Customer Care Manager, Lush
Our ticket solution fits right inside Lush’s existing tech stack, so personalization isn’t lost with automation and there’s no risk of data silos
For a global business like Lush, multilingual support is a must — luckily our industry-leading conversational AI can speak 109 languages
Automatic ticket tagging and pre-filling makes agents’ jobs easier and removes the possibility of human error: meaning accurate data and reporting
It took just 16 days for Lush to go live with ticket automation and the team can continually iterate to improve the bot’s performance
Building on the success of their English-language bot, the team is aiming to launch ticket automation in German next. After that, Lush plans to localize their automated ticket support in other English-speaking regions such as Australia. Eventually, Naomi wants to have bot managers taking care of ticket automation in every region Lush operates in.