Amarose Skincare, a rapidly growing U.S. e-commerce brand, partnered with RepMeUp to enhance its customer support during a period of massive expansion. By integrating an experienced Customer Success team, Amarose maintained a 95% CSAT score, reduced average response times by 30%, and improved overall operational efficiency, allowing them to focus on strategic growth while preserving their premium brand identity.
Challenge
As a direct to consumer wellness brand, Amarose Skincare built its reputation on a friendly, human-centric approach to customer care. With thousands of shoppers visiting their online store each month, their internal team was becoming overwhelmed. The sheer volume of orders, combined with inquiries about subscriptions, shipments, and product details, made it nearly impossible to maintain the high quality service their customers had come to expect. Response times were slipping, and recurring complaints started to surface, threatening the very foundation of trust they had worked so hard to build. The team was trapped in a reactive cycle, fixing issues instead of proactively improving the customer journey.
Handling hundreds of daily emails and chats about orders and refunds.
Struggling to support over 500 new customers onboarding each month.
Lacking streamlined processes, which led to inconsistent support experiences.
Spending valuable time resolving the same product and delivery complaints repeatedly.
This operational strain pulled the Amarose team away from vital growth activities like marketing and product development. They needed a partner who could not only manage their customer support operations but also embody their brand’s voice and values, ensuring every interaction felt personal and authentic. The challenge was to scale support without sacrificing the quality that made them special.
Solution
RepMeUp implemented a dedicated Customer Success team to integrate directly into Amarose’s daily operations, using their existing Shopify and Gorgias platforms. Our primary goal was to provide fast, empathetic, and accurate support that felt like an extension of the Amarose brand. We developed a deep understanding of their products and customer base, allowing our specialists to resolve issues efficiently while identifying opportunities to strengthen customer relationships. This outcome oriented approach transformed their support from a cost center into a value driver.
Guided new customers smoothly through their initial purchase and setup process.
Managed all email and chat support with perfect brand alignment.
Quickly addressed and solved common product and delivery issues effectively.
Identified and acted on cross selling chances during post purchase interactions.
By taking full ownership of their front line support, we freed the Amarose team to concentrate on their core business goals. Our workflow optimizations and knowledge base contributions created a more efficient and coordinated system for both our team and their internal agents. This collaborative effort ensured that every customer touchpoint was handled with professionalism and care, reinforcing Amarose’s reputation for excellence while building a foundation for sustainable e-commerce growth.
Results
The partnership with RepMeUp delivered immediate and measurable improvements to Amarose Skincare’s support operations and overall business health. By entrusting their customer interactions to our team, Amarose not only maintained their high standards but elevated them, even as ticket volumes continued to climb. The results reflect a successful fusion of skilled specialists and streamlined processes, proving that scaling support can enhance, not diminish, the customer experience. The humanized data tells a powerful story of growth and customer loyalty.
Maintained an impressive 95% CSAT score despite increasing ticket volumes.
Secured a 90% customer retention rate through proactive and personalized support.
Boosted team efficiency by 10% with optimized workflows and coordination.
Lowered the number of escalated tickets by proactively resolving issues.
These metrics translated into a stronger bottom line and a more resilient e-commerce operation. With escalations reduced and post purchase revenue on the rise, the Amarose team was able to confidently pursue new marketing initiatives and product expansions. The collaboration set a new standard for what dependable, brand aligned customer support could achieve, turning everyday interactions into opportunities for loyalty and growth.
Conclusion
Our ongoing partnership with Amarose Skincare demonstrates the transformative power of strategic support outsourcing. By embedding a dedicated team that mastered their brand voice and operational tools, RepMeUp enabled Amarose to scale without compromise. Looking forward, we will continue to collaborate on refining support workflows and leveraging customer feedback to inform product development, ensuring their operations remain a competitive advantage. This case study illustrates that with the right partner, growing businesses can achieve scalable efficiency while deepening customer relationships.
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