How IPSY doubled ticket alerts and scaled customer empathy with automation
100%
of proactive alerts doubled
0
Reddit issues missed
1
AI-generated draft per emergency
"Zapier lets us go about our weekends knowing we won’t miss something mission-critical. We’re ready to respond, and we don’t have to keep refreshing Slack. "
Larry Montoya, Senior Operations Manager of Customer Care at IPSY
Staying proactive when customer health is on the line
Challenge
IPSY needed to immediately flag support tickets about product allergies to avoid delayed responses and potential harm.
Solution
Zapier scans Zendesk for keywords daily, updates a Google Sheet, and alerts the team to new allergy-related tickets.
Results
Now surfacing 20–30 tickets per day, the team catches critical issues faster while maintaining focus on broader priorities.
Handling weekend emergencies with ease
Challenge
The team lacked a way to escalate urgent weekend issues without being online 24/7.
Solution
A Zap triggers from a Google Form submission, filters for high-priority issues, sends SMS/email alerts, and uses AI to draft a response.
Results
The right people are alerted instantly, and customers receive empathetic responses fast—even on weekends.
“We want people focusing on things that truly add value to the member experience, not just checking queues all day.”
Senior Operations Manager of Customer Care at IPSY
