Leading Cosmetics Creator Saved $26,113 in 40 Days

Overview: How COS Helped a Japanese Cosmetics Brand Automate 90% of Customer Support

Key Challenges

High support volume: Thousands of daily inquiries, especially during new product launches and seasonal promotions. Key requests included subscriptions, shipping status, order changes, and order cancellations.

Subscription management: The company wanted to retain all paid subscriptions. The bot needed to handle cancellations correctly without violating business rules.

Social media integration: Facebook and Instagram integration was delayed due to lack of admin access, complicating broadcasts and other workflows.

System changes and competitive analysis: The client continuously updated internal systems, affecting bot performance. Competitor solutions using Freshdesk were analyzed to optimize use cases.

COS Approach

We started with a Discovery phase. This is the data-driven approach to chatbot development when we collect information on current customer service processes and finalize the solution vision, business goals, and implementation approach.

Later, we proposed an AI Email Automation chatbot integrated with Shopify, Recharge, and other internal systems. Customers could instantly check shipping status, update addresses, modify or cancel orders — all automatically, without needing to contact a human agent.

We defined 29 questions that the chatbot could answer (and/or assist live agents in answering them). These include the most repetitive and time-consuming questions, both pre-purchase and post-purchase.

AI uses existing Support Agent email templates, maintaining the client's tone and style. It pulls data from integrations, asks users for additional info when needed, and responds automatically. Tickets AI can't handle are escalated to humans, while AI-handled tickets are automatically resolved in Freshdesk.

Outcome

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