Company Overview

d'you is a science-backed direct-to-consumer skincare brand offering efficacy-driven, simplified routines formulated in South Korea. The brand has built a loyal following around intentional ingredients, innovative formulas, and transparent results — earning recognition across the beauty industry and cultivating a community of hundreds of thousands of engaged customers across India and internationally.

With a curated product line spanning serums, moisturizers, sunscreens, cleansing balms, and toners, d'you positions itself against the noise of 10-step routines, instead championing minimalist regimens backed by clinical science. The brand operates a strong omnichannel presence across its Shopify storefront, Instagram, WhatsApp, and authorized retail partners.

As d'you's customer base scaled rapidly, the team faced a familiar challenge: how to maintain the intimate, knowledgeable support experience their customers expected — across every touchpoint, at every hour — without proportionally scaling headcount.

The Challenge

d'you's growth brought complexity on multiple fronts. Customer inquiries spanned a wide spectrum — from product recommendations and skincare advice to order tracking, shipping updates, and ingredient-specific questions. The support team found itself managing conversations across Instagram DMs, WhatsApp, website chat, and email simultaneously.

The brand's audience, digitally savvy and highly engaged on social media, expected near-instant responses — especially on Instagram, where ad comments and reel interactions demanded real-time attention to convert interest into purchases. Meanwhile, recurring marketing tasks such as abandoned cart recovery, post-purchase engagement, and product refill reminders were becoming increasingly manual and difficult to personalize at scale.

d'you needed a solution that could unify support and marketing, speak the brand's distinct voice, and operate around the clock without compromising the personalized, science-informed tone their customers had come to expect.

The Solution

d'you deployed SagePilot as their AI-powered customer engagement platform, centralizing support, social engagement, and outbound marketing automation into a single system. The implementation brought an AI agent — trained on d'you's full product catalog, ingredient science, and brand voice — online across four key channels: WhatsApp, Instagram, website chat widget, and email.

Omnichannel AI Support

SagePilot's AI agent, customized to reflect d'you's warm yet science-informed tone, began handling the full range of customer queries — from product comparisons and skincare routine recommendations to order status checks and shipping inquiries. Conversations that require human nuance are intelligently escalated, while the vast majority are resolved autonomously.

Social Commerce Engagement

On Instagram, SagePilot actively monitors and responds to ad comments and reel interactions in real time — answering product questions, directing users to purchase links, and initiating DM conversations. This turned passive social engagement into an active conversion engine, ensuring no potential customer interaction goes unanswered.

Marketing Automation at Scale

SagePilot powers d'you's entire outbound marketing operation through automated journeys and campaigns delivered via WhatsApp. The brand runs multiple live customer journeys — including abandoned cart recovery, abandoned checkout nudges, post-purchase cross-sell flows, product refill reminders, and winback sequences — reaching their audience of over 75,000 reachable contacts with personalized, behavior-triggered messages.