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About Yves Rocher
Yves Rocher Doubled Support Capacity With Zero Hiring
“Automating responses for tickets like subscriptions and returns has allowed us to focus on nuanced customer cases that require more time and care. It feels like I suddenly doubled my team."
Company
Yves Rocher
Industry
eCommerce
Scale
3,000+ Stores Worldwide
Stage
Global Enterprise
92% Faster Case Resolution
Average case resolution time cut from 2.1 hours to 9 minutes.
35% Revenue Increase
Driven by faster autonomous pre-sales and subscription responses.
73% Of All Tickets Resolved
Tickets resolved without human intervention. Resolved means case closed, not deflected.
Yves Rocher is the pioneer of botanical cosmetics. For more than 60 years they have made the best of nature accessible directly from the plants they grow themselves to the skin, hair and scent of millions of loyal customers.
CHALLENGES
Scaling High-Touch Premium CS Amid Rising Demand
As Yves Rocher continued to grow, support operations were strained by rapid demand. The trend was clear: first response time was under pressure, agents were stretched, and the team risked missing opportunities to convert buyers and deliver exceptional experiences.
The key challenges were:
- Subscription management: Requests to pause, update or modify orders.
- Loyalty programs: Questions on points, redemptions, and eligibility.
- Post-purchase issues: Order adjustments and delivery concerns requiring fast intervention.
NOTCH SOLUTION
Building a Stronger Support Operation
Seamless Platform Integration
Notch integrated with core platforms for end-to-end resolution including Shopify for eCommerce, Gorgias for help desk, Yotpo for reviews, Ordergroove for subscription management, and channels like email, webchat, and social.
Automating Refunds & Order Updates
Notch resolved tickets end-to-end, automating refunds and order updates. This reduced workload and prevented errors like fulfilling orders before item and address changes were applied.
Freeing Agents for High-Value Work
The systematic increase in coverage and resolution rates allowed Yves Rocher’s CS agents to focus on more nuanced, high-value interactions. Agents used their time and skills to upsell, offer personalized product recommendations and handle complex cases that strengthen relationships.
CS AI Agent Optimization Team
Notch’s optimization team focused on automating high-volume areas such as subscription management, order changes, and loyalty program inquiries. They also automated and optimized common post-purchase issues, including missing orders and incorrect items, while providing proactive status updates and policy clarifications.
RESULTS
Mission Accomplished: High Quality CS. No Additional Hires.
73%
Tickets Resolved
Almost three quarters of all tickets are now autonomously resolved by Notch’s AI support agents, not just deflected.
0
Additional Agents Needed
Yves Rocher’s CS team estimates they’ve avoided doubling support team headcount, based on ticket volume growth.
92%
Faster Resolution Time
First response reduced from 30 minutes to under 1 minute. Average resolution time cut from 2 hours to 9 minutes.
BUSINESS IMPACT
Yves Rocher’s success with Notch went beyond solving a scale challenge. It unlocked opportunities to strengthen loyalty, increase revenue, and support sustainable long-term growth.
Notch’s AI agent became the backbone of Yves Rocher’s support operations. It handles both repetitive tasks and complex edge cases, providing agility during seasonal and event peaks that require instant scale. Proactive AI agents also acted as a force multiplier for support operations, boosting sales and strengthening customer retention.
“By automating our most complex support processes end-to-end, we freed up our team to focus on driving sales and delivering high-value customer experiences. It’s been a total game changer."
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