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Lashify is an award winning patented lash system with well over half a million loyal customers worldwide.
They pioneered the Underlash Technology™, a system composed of a patented wand, Gossamer lash, cartridge, and micro-flex bond that work together to create the world’s most beautiful lashes.
Characterizing Lashify’s growth as explosive would be a dramatic understatement, and their incredibly loyal customer base is a testament to the quality of their products and team.
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Zero-party data is top of mind with all of the recent and upcoming privacy changes. Gobot enables us to capture + leverage this data and help shoppers find the right products for them. This builds trust and increases conversions. The Gobot platform is top notch and their team is a pleasure to work with - the go-to's in this space.
Sahara Lotti
CEO, Lashify
Brand
Challenges
Lashify approached Gobot with four main business concerns:
#1: Customer Choice Paralysis
As they continued to expand their offering, more and more confusion arose around which of their products were right for each shopper based on their individual needs and wants. Naturally, this was decreasing conversions and increasing both abandonment and returns.
Lashify wanted an engaging Guided Shopping experience to help their shoppers pick the right products. They wanted an intelligent solution that could not only ask their customers the right questions + gather critical data points, but also automatically segment their customers based on millions of collected persona-based data points at scale.
Further, they needed to be able to syndicate all of this data with their analytics systems.
And, critically, they also wanted a natural feeling conversational experience that aligned with their brand. Sahara Lotti, Lashify's Founder and CEO, found it very important to be able to create her own dialogue, almost like creating her own Siri. This would allow more than half a million loyal customers worldwide to personally engage with Lashify at scale, 24/7.
Lashify wanted an engaging Guided Shopping experience to help their shoppers pick the right products. They wanted an intelligent solution that could not only ask their customers the right questions + gather critical data points, but also automatically segment their customers based on millions of collected persona-based data points at scale.
Further, they needed to be able to syndicate all of this data with their analytics systems.
And, critically, they also wanted a natural feeling conversational experience that aligned with their brand. Sahara Lotti, Lashify's Founder and CEO, found it very important to be able to create her own dialogue, almost like creating her own Siri. This would allow more than half a million loyal customers worldwide to personally engage with Lashify at scale, 24/7.
You know which products are right for your shoppers, but shoppers frequently don't know what's right for them. It's your job to help them by providing a guided conversational experience. A fun, engaging, open dialogue, at scale. Kind of like creating your brand's own Siri, which turns shoppers into customers for you. Basic quizzes don't achieve this - they're bland and non-conversational. Gobot enables conversational organic engagement, which is key for us.
Sahara Lotti
CEO, Lashify
Initially, they experimented with generic quiz solutions that lacked the functionality, customization, integrations, product maturity, industry experience, and white-glove service they required. They quickly realized they needed to partner with a true zero-party data platform to provide their customers with the experience they deserve.
Separate from the conversational aspect, on the back end, we needed our Guided Shopping recommendations to be top-notch smart. Gobot is the only platform that enables anything near this level of advanced product logic.
Sahara Lotti
CEO, Lashify
#2: Privacy Change Challenges
Lashify needed a mechanism to combat and protect themselves against iOS privacy updates, upcoming 3rd party cookie bans, IDFA blocking, and GDPR rules.
Gone are the days of shady data practices. eCommerce is shifting from third party data to zero-party data collection practices that respect our customers and are 100% consensual.
Sahara Lotti
CEO, Lashify
Lashify knew how important it was to start collecting and leveraging zero-party customer data in the face of large privacy changes, but they were not sure where exactly to start their zero-party data journey.
Additionally, they wanted to leverage collected data to create highly accurate Custom Audiences in Facebook for retargeting purposes and remove their reliance on third party data - lowering required ad spend and increasing campaign ROI.
The mass migration to proprietary customer data is well underway as privacy regulations become more and more stringent.
Additionally, they wanted to leverage collected data to create highly accurate Custom Audiences in Facebook for retargeting purposes and remove their reliance on third party data - lowering required ad spend and increasing campaign ROI.
The mass migration to proprietary customer data is well underway as privacy regulations become more and more stringent.
#3: Inability to Segment Customers And Personalize At Scale
Lashify wanted to leverage persona-based segments derived from collected zero-party data to hyper-personalize their Klaviyo email and SMS flows + campaigns at scale.
Most eCom brands know who their customers are in theory but are unable to effectively segment their customer base. As a result, they send out non-personalized one-size-fits-all messaging that doesn't speak to each of their customers in a personal way. Lack of proper segmentation and zero-party personalization is a huge missed opportunity!
Sahara Lotti
CEO, Lashify
Additionally, they wanted to be able to send shoppers their Guided Shopping recommendations via email and automatically follow up with those who didn't follow through with their purchase, akin to an abandoned cart flow but more personalized.
Lastly, and importantly, they wanted to leverage collected zero-party data to personalize their site such that the content each shopper saw (e.g., category page merchandising) after completing the Guided Shopping experiences was personalized to their specific needs and wants.
Lastly, and importantly, they wanted to leverage collected zero-party data to personalize their site such that the content each shopper saw (e.g., category page merchandising) after completing the Guided Shopping experiences was personalized to their specific needs and wants.
#4: Highly Repetitive Customer Questions
With tens of thousands of monthly support tickets and a lean support team, they needed powerful AI to automatically address repetitive customer inquiries while maintaining sky high customer satisfaction.
As a fast-growing brand, it is very difficult to handle high live chat volume with a lean support team. It nearly made us go mad! Live chat is a good tool, but for us, live chat without smart automation and a massive support team was a recipe for disaster. Gobot's Support AI integrates directly into our Gorgias helpdesk, answering tons of repetitive questions, and passes all of the questions that require human attention and collected zero-party data to our live support team in Gorgias.
Sahara Lotti
CEO, Lashify
Knowing that shoppers frequently have product related questions, they wanted their AI Support Automation to work hand-in-hand with their Guided Shopping. They envisioned a Guided Shopping experience that would ask shoppers if they had questions about recommended products and then would be able to answer those questions on the spot, preventing abandonment.
Additionally, they wanted an AI automation platform that integrated seamlessly with Gorgias, their helpdesk software, and could directly pass unanswered questions to the right support chat or email support agent at the right time. In order to better serve their customers and transform customer service into a profit center, they wanted Guided Shopping answer choices and product recommendations to be passed directly into Gorgias as well. This would provide their reps with a lot of relevant customer information, helping them respond as accurately as possible.
Additionally, they wanted an AI automation platform that integrated seamlessly with Gorgias, their helpdesk software, and could directly pass unanswered questions to the right support chat or email support agent at the right time. In order to better serve their customers and transform customer service into a profit center, they wanted Guided Shopping answer choices and product recommendations to be passed directly into Gorgias as well. This would provide their reps with a lot of relevant customer information, helping them respond as accurately as possible.
Solution
As a first step, Gobot's white-glove customer success team learned the ins and outs of Lashify's products and customer journey to ensure the creation of spot-on experiences.
Gobot has truly become Lashify's partner. Lots of software vendors say they'll be partners, but Gobot actually lived up to and exceeded this promise. They helped us determine what zero-party customer data we needed to collect and utilize, spearheaded the full implementation process, and continue to closely help us improve our experiences on an ongoing basis. Long story short, they made and continue to make our zero-party journey seamless and easy.
Sahara Lotti
CEO, Lashify
Gobot worked with Lashify to create two Guided Shopping flows via Gobot's Conversational AI Guided Shopping & Zero-Party Personalization platform.
One was created to help Lashify shoppers find their perfect Control Kit:
One was created to help Lashify shoppers find their perfect Control Kit:
The other was created to help shoppers find their perfect lash type:
Both experiences include an email opt-in opportunity prior to displaying product recommendations.
The combination of Gobot’s custom product indexing, powerful auto-merchandising/tagging functionality, Shopify Plus integration, and customer success team input enabled Lashify’s Guided Shopping experiences to present spot-on product recommendations akin to live human recommendations from trained product experts.
Additionally, in an effort to increase Average Order Value (AOV), Lashify’s Guided Shopping experiences were set up to intelligently upsell and cross-sell products complementary to each shopper’s specific needs.
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To combat the recent iOS privacy crackdown and Google’s upcoming cookie ban, Lashify knew it was more important than ever to collect, own, and leverage their own zero-party customer data.
In order to accomplish this, Lashify’s Guided Shopping experiences were set up to syndicate collected data across their entire tech stack after asking customers the right questions, recommending their perfect products, and leveraging collected data to create hyper-personalized customer segments.
In order to accomplish this, Lashify’s Guided Shopping experiences were set up to syndicate collected data across their entire tech stack after asking customers the right questions, recommending their perfect products, and leveraging collected data to create hyper-personalized customer segments.
This enables hyper-personalization of site content and email/SMS/ad campaigns so accurate that each shopper feels like everything Lashify related they see is specifically curated for them.
By way of example, Lashify leveraged collected customer data to create multiple Klaviyo flows in a way they were never able to previously.
Shoppers who enter their email at the end of the Guided Shopping experiences receive a copy of their product recommendations via email.
The Klaviyo flow that powers this functions similarly to an abandoned cart email, except higher converting, because it is highly targeted and is able to follow up with shoppers who have not purchased their recommended products.
Shoppers who enter their email at the end of the Guided Shopping experiences receive a copy of their product recommendations via email.
The Klaviyo flow that powers this functions similarly to an abandoned cart email, except higher converting, because it is highly targeted and is able to follow up with shoppers who have not purchased their recommended products.
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Lashify also leveraged collected zero-party data to transform their Welcome Flow so that instead of sending the same emails to every shopper, every shopper started to receive targeted copy, recommendations, offers, and educational content that speaks to them directly.
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Collected data also enables Lashify to dramatically reduce their reliance on expensive third-party data in order to accurately target customers via their ads.
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The Lashify team also used Gobot's no-code Conversational AI Support Automation platform to rapidly build an engaging and helpful AI Virtual Assistant that could answer hundreds of types of questions the Lashify support team was previously manually answering over and over again.
Gobot’s AI Virtual Assistant functionality was set to display as a chat widget in the bottom right hand corner of their site.
They also embedded it directly into their FAQ and Contact pages.
All unanswered questions, Guided Shopping answer choices, and product recommendations were set up to be sent directly into their Gorgias helpdesk with full chat context so agents can respond to customers without unnecessary back and forth.
Arming their support team with this valuable zero-party data enabled them to not only more effectively tend to support inquiries but also to drive additional sales! This helped Lashify turn their customer support operation into a profit center.
Additionally, knowing that shoppers sometimes have questions about products recommended via Lashify’s Guided Shopping experiences, they trained Gobot’s AI question answering capabilities to automatically be able to answer questions about recommended products directly within their Guided Shopping experiences as part of the conversational flow.
Arming their support team with this valuable zero-party data enabled them to not only more effectively tend to support inquiries but also to drive additional sales! This helped Lashify turn their customer support operation into a profit center.
Additionally, knowing that shoppers sometimes have questions about products recommended via Lashify’s Guided Shopping experiences, they trained Gobot’s AI question answering capabilities to automatically be able to answer questions about recommended products directly within their Guided Shopping experiences as part of the conversational flow.
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Results
The results were significant and felt company-wide.
3.48x
Higher Conversion
1.52x
Higher AOV
50%+
Support Automation
All in all, Gobot’s powerful technology and experience working with hundreds of top eCommerce brands has enabled Lashify to successfully:
1) Bring the in-store Guided Shopping experience online by conversationally helping every shopper find their perfect Lashify products at scale, dramatically increasing conversions and AOV.
2) Collect, own, and leverage zero-party data to protect against privacy/cookie changes.
3) Hyper-Personalize site content and Klaviyo flows/campaigns at scale with zero-party data fueled smart segmentation.
4) Immediately answer customer questions 24/7, keeping customers informed and happy.
1) Bring the in-store Guided Shopping experience online by conversationally helping every shopper find their perfect Lashify products at scale, dramatically increasing conversions and AOV.
2) Collect, own, and leverage zero-party data to protect against privacy/cookie changes.
3) Hyper-Personalize site content and Klaviyo flows/campaigns at scale with zero-party data fueled smart segmentation.
4) Immediately answer customer questions 24/7, keeping customers informed and happy.
