Challenge

As Conscious Chemist scaled operations and began launching more products and campaigns across online and offline channels, managing internal team alignment and customer interactions became increasingly complex.

The brand’s marketing, product, and customer care teams were juggling multiple tools for communication, data collection, and support. This fragmented system often led to delays in responding to customer queries, inconsistent messaging, and missed insights from user feedback—impacting both customer satisfaction and internal efficiency.

Additionally, with more consumers asking detailed questions about product ingredients, routines, and suitability, the team needed a faster and more scalable way to guide them through personalized skincare decisions.

Solution

Conscious Chemist partnered with Fitelo’s Voice Agent & AI Assistant platform to enhance both internal operations and customer-facing experiences.

The voice assistant was integrated into the Conscious Chemist website and CRM workflows to:

• Provide instant answers to product-related questions (e.g., ingredients, skin type suitability)

• Offer one-word check-ins for skincare routine tracking (e.g., “Oily”, “Dry”, “Glowing”)

• Capture customer mood and reaction post-product use to build feedback intelligence

• Streamline internal ticket routing and support assignment

The assistant also acted as a bridge between customer queries and human support, reducing the number of repetitive tickets and freeing up staff for more complex issues.