How Yves Rocher Transformed CX into a Revenue-Driving, Loyalty-Boosting Support Channel with AI

Yves Rocher, a global leader in botanical beauty, is renowned for its high-quality, plant-based skincare and a longstanding commitment to sustainability. As the U.S. eCommerce business scaled rapidly, so did the need to deliver exceptional customer support without sacrificing speed, personalization, or operational efficiency.

With a growing base of loyal subscribers and increasing order volumes, Yves Rocher faced a clear challenge: how to maintain their high-touch, premium support experience while managing more inquiries than ever before—without adding extra headcount.

Challenges

For Yves Rocher, customer support goes far beyond resolving issues. It's a critical touchpoint to build lasting relationships with customers, deepen loyalty, and protect revenue. But as the business expanded, the support team was stretched thin, especially around high-impact areas like:

• Subscription Management: Customers frequently needed help with pausing, updating, or modifying their recurring orders.
• Loyalty Programs: Yves Rocher’s dedicated customer base loves their rewards system, but questions around points, redemptions, and eligibility created a growing queue of inquiries.
• Post-Purchase Issues: Situations like incorrect orders, damaged items, or missing products required timely intervention to maintain satisfaction.

As these tickets piled up, the risk was clear: slower response times, overworked agents, and missed opportunities to turn everyday support into meaningful customer engagement.

The Solution

To stay ahead, Yves Rocher turned to our AI-powered support agent, designed to automate complex workflows while preserving the brand's personalized touch.

Seamlessly integrated into their core platforms—Shopify for eCommerce, Yotpo for reviews, and channels like email, webchat, social media, and their Shopify contact form—the AI agent was quickly able to take over repetitive, time-consuming tasks. These included:

• Managing subscription changes and renewals.
• Answering loyalty program questions.
• Handling common post-purchase concerns like missing or incorrect items.
• Providing proactive status updates and policy clarifications.

But beyond just answering tickets, the AI agent transformed support into a strategic advantage. By resolving routine requests end-to-end, the system freed up human agents to focus on more nuanced, high-value interactions—like upselling, personalized product recommendations, and handling complex cases that deepen customer relationships.

Impact and Results

3-Minute Average Resolution Time: Most inquiries are fully resolved in under three minutes, drastically improving the customer experience and minimizing friction.

96% Decrease in First Response Time: What used to take several minutes now happens almost instantly, ensuring customers feel heard and valued from the very first touchpoint.

35% Increase in Revenue Influenced by Support: The AI agent isn’t just solving problems—it’s actively driving sales. By removing blockers in the purchase journey and improving the subscription experience, it plays a direct role in increasing conversions and customer lifetime value.

Operational Efficiency: With the AI managing a significant portion of inbound requests, Yves Rocher avoided the need to scale its support team alongside its growing order volume, creating meaningful cost savings during peak periods.
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"Being able to automate responses for things like prescription details and return policies has allowed us to focus more on the nuanced questions that require more time and care."
– Mai Hatuel, Head of Ecom Operations

Why It Works

Yves Rocher’s success with AI customer support is a result of combining automation with thoughtful strategy. Rather than replacing the human element, the AI agent acts as an extension of the team—handling repetitive tasks with speed and accuracy, while human agents focus on what they do best: building relationships, solving edge cases, and adding value.

By turning customer support into a seamless, AI-powered experience, Yves Rocher didn’t just solve a scaling problem—they unlocked new opportunities for loyalty, revenue, and long-term growth.