Elevating Customer Experience for a Fast-Growing Beauty & Personal Care Brand

An ambitious and fast-scaling beauty and personal care company in India was disrupting the market with a wide range of skincare, haircare, and wellness products aimed at millennial and Gen-Z audiences. With aggressive product launches and influencer-driven campaigns, the brand was experiencing tremendous growth in visibility and site traffic.
However, this rapid expansion exposed critical gaps in the customer experience infrastructure, putting both customer satisfaction and operational efficiency at risk.