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ABOUT MAËLYS
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MAËLYS Delivers Premium Support at 50% Lower Cost with Notch
“Undoubtedly our customer support and insights have improved significantly thanks to Notch. The team’s responsiveness and commitment have been outstanding.”
Company
MAËLYS
Industry
eCommerce
Scale
$150M+ in Sales
Stage
Growth
100 Additional Hires Avoided
Efficiency gains removed the need for team expansion, cutting costs while increasing operational effectiveness.
79% of Ticket Resolved
Four out of five tickets are resolved autonomously by Notch AI, without human intervention.
12% Uplift in CSAT
Customer satisfaction rose while processing higher ticket volumes.
MAËLYS is a leading direct-to-consumer cosmetics brand with retail presence in companies such as Ulta Beauty and Shoppers Drug Mart. VC-backed, the company generates over $150M in annual revenue and is recognized for its body-focused skincare products.
CHALLENGES
Rising Product Demand Leads to Increased Support Volumes
Every business dreams of rocketship growth, but when it arrives, it can test even the most prepared teams.
Following a peak in product demand, MAËLYS experienced an increase in customer support tickets, creating a backlog of 10,000 webchat cases.
The combination of high demand and manual back-office processes and workflows became a limitation factor for growth, especially when speed mattered most. MAËLYS recognized the need for a more scalable approach to customer support.
NOTCH SOLUTION
Happy Customers. Scalable Support, No Extra Headcount
Speed & Precision
Within 3 weeks of starting a POC, Notch fully automated returns, one of the most complex policies. Within 3 months, 70% of tickets were autonomously resolved by Notch’s AI agents.
Avoiding Refunds
Notch’s AI agents applied dynamic procedures and business rules to offer alternative solutions, using governed autonomy for decision-making. This approach resulted in a 22% refund reduction.
A/B Testing & Insights
Notch provided MAËLYS with new data and insights that now shape strategic decisions. For example, A/B testing across return policies identified the most profitable approach.
Operational Improvements
Notch codified tribal-knowledge into defined policies and automated back-office workflows. Resolution scaled so fast that MAËLYS’ R&D team built a new API layer, enabling Notch to issue return labels and refund updates directly.
RESULTS
Scaling Support Without Scaling Headcount
50%
Headcount Saved
More capacity, better service, lower costs.
24/7
Live Chat Relaunched
MAËLYS relaunched 24/7 webchat, boosting CSAT & sales.
12%
CSAT Boost
Customer satisfaction rose 12% despite higher ticket volumes.
BUSINESS IMPACT
Notch has delivered clear, measurable impact for MAËLYS. From a leaner support team and faster resolution times to happier customers and stronger retention.
But the deeper value lies in how Notch has become part of the company’s strategic toolkit. With richer insights into customer behavior and needs, MAËLYS can now make more informed, customer-centric decisions, unlocking a new level of sustainable, profitable growth.
“MAËLYS is pretty strictly an in-house systems business. The exception to the rule is Notch and it has become a centerpiece to a lot of our planning and strategy. We really depend on Notch for critical insights now.”
SaaS
Guardio Resolves 20,000 Ticket Backlog in Days with Notch AI
"Growth was accelerating so quickly that traditional hiring couldn’t keep pace. We needed a support solution built for speed. Adding Notch felt like bringing in a commando support unit, allowing us to decouple customer acquisition growth from support ops.”
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