How Wonderskin automated 39% of its email support with Commslayer
Beauty · Customer case study
Wonderskin is a London beauty brand known for its Wonder Blading lip stains and brow products.
Its support team runs email, Facebook and TikTok through Commslayer, with an AI agent answering first. The team rebuilt the agent’s knowledge and guidance one situation at a time until it could close conversations on its own.
In the last 30 days, on email:
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39%
of resolved email conversations closed by the AI agent with no human reply
-
47%
of the AI agent’s email conversations resolved without a handover
-
91%
lower median resolution time on email than in July
Why did you choose Commslayer?
“We were looking for an AI agent that could really take tickets off our team’s plate. Not just answer basic FAQs or pass things along, but understand what a customer needs and handle it the way a good agent would. Commslayer does that. It can look up a customer’s order, check the carrier’s tracking and give them a real answer, all in our voice. Through the guidance setup we can shape exactly how it responds, so it follows our policies and genuinely sounds like Wonderskin.”
Dannica Alexis
Customer Experience Lead, Wonderskin
What was hard at the start, and what did you change?
“It wasn’t instant, of course. At the start, the AI was handing over more than we’d hoped, mostly because our knowledge and rules had grown piece by piece. So we went back to basics. The knowledge gaps report showed us exactly which questions it couldn’t answer, and we worked through them one by one. We rebuilt our guidance one situation at a time, tidied up our knowledge, and let it quietly take care of the messages that don’t need a person at all. Seeing it improve week by week has been really rewarding.”
An AI agent that checks the order before it answers
When a customer asks where their order is, the AI agent looks it up in Shopify, checks the carrier’s tracking and replies with what it found.
The team shapes how it answers with guidance, one situation at a time, so replies follow Wonderskin’s policies and sound like the brand.
What’s better for the team day to day?
“The difference is huge. Our resolution time is down 52% since July, and with the AI resolving a real share of our conversations from start to finish, the team has time back for the customers who really need a human touch. It’s also given us room for work that improves the overall customer experience, like reaching out to customers about a delay before they have to chase us.”
Dannica Alexis
Customer Experience Lead, Wonderskin
Who would you recommend Commslayer to?
“Any ecommerce or DTC brand with a busy inbox that wants an AI agent it can truly make its own, one that sounds natural and on-brand rather than robotic, and takes real work off the team instead of just deflecting questions.”
Dannica Alexis
Customer Experience Lead, Wonderskin
