How Gladskin found their shipping problem solution

Gladskin product

Gladskin is a skincare brand under the umbrella of Dutch biotech company Micreos that takes a unique approach to skincare, targeting unwanted bacteria that cause conditions such as eczema and rosacea. Though based in Holland, they do most of their scientific research in Switzerland. 

How can you automate a sustainable shipping solution?

For Gladskin, the ongoing COVID pandemic caused a slowing effect on global shipping, and with their customers experiencing heavy delays, they grew worried about rising “Where’s my order?” tickets (especially during the holiday season). Plus: many of Gladskin’s products are used to treat chronic skin conditions, so customers unexpectedly being without it presented a major issue for their brand image.

They needed a sustainable way to contact customers with shipping issues and nip the problem in the bud. Gladskin first tried manually reaching out to customers using a third-party app, but soon realized this approach wasn’t scalable. Sticking to their former process would have meant a surge in late-order complaints, and a blow to brand image.

That’s when they reached out to Mesa.

Mesa is an asset to any business looking to provide a best-in-class customer experience.

-Helen Caroll, Customer Experience Associate at Gladskin

Integrating with Mesa

CX Associate Helen Caroll said that the ability to integrate with their existing apps was a prime factor in the brand partnering with Mesa, as it allowed them to automate much of the manual, time-consuming work they’d been doing.

Specifically, for every late shipment, customers had to be emailed, and if the expedited shipping window was missed, the buyer then needed to be refunded. Working with Mesa made automating this entire process a breeze and eliminated hours of tedious work for the Gladskin team.

Glad customers, great service

The biggest advantage Gladskin has seen so far since integrating Mesa into their workflow is the steady decline in “Where’s my order?” tickets. Helen said they’ve already had customers reach out to thank them for their (Mesa-automated) communication over late orders. 

And the icing on the cake? Mesa’s support team has been extremely helpful and quick to respond with any questions the team has. This results in happy customers and a stellar customer experience.