How NARAE Automated 80% of Customer Service Using an AI Support System
Industry
Ecommerce / Beauty & Skincare
Client Type
D2C Skincare Brand
Main Project
D2C Skincare Brand
CHALLENGE
NARAE, a fast-scaling UK skincare brand and highest rated brand on TikTok, faced overwhelming customer service volume as their sales increased. With 95% of inquiries arriving through TikTok chat and noting that most were the same kind of query, the team struggled to keep up, causing slower replies, missed messages, and lost conversions during high-traffic periods.
SOLUTIONS
We built an AI support system for TikTok Shop, automating 80% of customer queries and syncing escalations and performance insights directly into their Notion project management database.
ManyChat TikTok DM AI Automation
We deployed an AI-powered agent using ManyChat’s native TikTok integration to instantly handle FAQs, routing, and order guidance. This reduced response times from hours to seconds while maintaining consistent support quality.
AI Answering Engine (OpenAI + ManyChat)
The AI engine was connected to OpenAI and trained on TikTok Shop policies, NARAE’s FAQs, and internal documentation. This allowed it to answer open-ended customer questions accurately, with context-aware responses delivered in a natural tone.
Semi-Automated Order Support Flow
Due to TikTok’s API limitations, we implemented a hybrid support flow. Customers were guided to retrieve tracking details directly from TikTok, while the AI handled delivery timelines, courier expectations, and WISMO queries, escalating only when order-specific intervention was required.
Smart Escalation to Notion (Make.com)
Complex issues were automatically escalated via Make.com, creating structured tickets inside NARAE’s internal Notion system. Each escalation included full context, ensuring the support team could act quickly without re-triaging the issue.
Notion Customer Support Dashboard
All customer support activity was centralised into a live Notion dashboard, including query volume, escalation rates, and resolution metrics. This gave leadership clear visibility into performance and enabled faster, data-driven decisions.
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