Beauty Box understands its customers better with Filum.ai

Beauty Box understands its customers better with Filum.ai

About Beauty Box

Founded in 2018, Beauty Box is not just a destination for beauty solutions, from basic to advanced, but also a leader in professional beauty technology. Committed to helping customers become the best version of themselves every day, Beauty Box inspires clients to discover their natural beauty and embrace the latest beauty trends.

With 19 stores nationwide, from Ho Chi Minh City to Hanoi and Hai Phong, Beauty Box has become a go-to destination for beauty enthusiasts and those passionate about self-care.

Turning challenges into opportunities

Before adopting Filum’s solutions, Beauty Box used Typeform to gather customer feedback. However, traditional methods, such as SMS, email, or QR codes on packaging, proved less effective than expected.

With response rates as low as 1–2%, Beauty Box faced difficulties identifying customers, as many withheld personal information. The increasing complexity of handling feedback across various channels also led to slow and fragmented processing. Previously, Beauty Box’s Customer Experience team would manually collect and share feedback internally, making the response process scattered and inefficient.

Seeking to bring beauty to millions of customers and create the best possible customer experience, Beauty Box recognized the need for a smarter approach to truly understand their customers. Choosing Filum’s customer experience management platform marked a pivotal step in winning their customers’ hearts.

Filum.ai’s Solution

In October 2023, Filum’s solution was integrated into Hoa Sen Viet Group’s existing system. After just one month, the platform was officially launched. Filum worked closely with Beauty Box throughout, optimizing the platform and tailoring it to target customer needs. By December 2023, Filum was fully deployed across all 19 Beauty Box stores, empowering the team to deliver a more holistic beauty experience built on powerful listening and insights.

Surveys were conducted at key touchpoints—immediately after purchases both online and at physical stores nationwide. Using CSAT (Customer Satisfaction Score), Beauty Box measured customer experiences, sending Zalo ZNS notifications with order details and a prompt for customers to rate their shopping journey.

Additionally, Filum enabled passive listening by integrating with Google Reviews at every location and collecting feedback from e-commerce platforms like Lazada and Shopee. All feedback was automatically categorized by store, ensuring accuracy and professionalism in reporting.

Just a month after implementing Filum, Beauty Box collected over 1,140 responses—a 50% increase compared to previous methods. Customer satisfaction scores surged as well: in-store CSAT reached 89%, while online CSAT hit 93%. The Filum solution was swiftly rolled out across all 19 stores.

Throughout this journey, Filum partnered closely with Beauty Box, supporting weekly needs assessments and customer sentiment analysis. These deep-dive reports provided management with actionable insights, highlighting strengths and areas for improvement to further enhance the customer experience.