The Challenge: Scaling Conversations Without Losing Human Touch
As a leading beauty clinic network, ZAP has long prioritized personalized, responsive, and empathetic customer engagement. As the brand continued to grow nationwide, customer inquiries increased significantly across multiple digital channels, including WhatsApp, Instagram, TikTok, and Live Chat.
Managing this growing volume of conversations at scale presented a challenge. Messages varied widely in urgency—from basic service inquiries to time-sensitive appointment requests and customer concerns—yet all required careful handling to maintain service quality. Ensuring consistent response times, clear prioritization, and a seamless experience across channels became increasingly complex, particularly as interactions continued to arrive beyond operational hours.
ZAP recognized that to sustain growth and elevate customer experience, it needed a more scalable approach—one that could streamline routine interactions while allowing human teams to focus on consultations, relationship-building, and value-driven conversations.
The Solution: Empowering Smarter, More Human Conversations Through AI
To address these challenges, ZAP strengthened its use of Qiscus by adopting Qiscus AgentLabs in March 2024—an AI-driven solution designed to automate and orchestrate customer conversations across key channels such as WhatsApp, Instagram, and Live Chat.
With AI-powered memory and contextual understanding, Qiscus AgentLabs enabled ZAP to:
- Automatically handle FAQs and routine treatment inquiries
- Maintain conversation context for a more consistent and empathetic experience
- Seamlessly escalate high-intent or complex cases to human agents with full conversation history
This allowed human teams to focus on consultations, relationship-building, and appointment bookings—where human interaction matters most.
The Results: Turning AI Efficiency into Sustainable Business Impact
By adopting Qiscus AgentLabs, ZAP unlocked meaningful improvements across its customer engagement operations.
ZAP achieved measurable business growth:
- Over 50% improvement in contact-to-customer efficiency, which is reflected in the increase of 5% Customer Satisfaction Rate after 3 months of implementation.
- Faster and more consistent response flows across channels
- Higher appointment conversion and resolution performance
- Strong customer satisfaction, without losing service empathy
These results show how ZAP successfully transformed conversational efficiency into tangible business impact at scale.
“For ZAP, technology is never meant to replace human warmth—it’s meant to strengthen it. With Qiscus’ AI capabilities, our team can respond faster and more consistently, without losing the empathy that has defined ZAP’s service standards from the very beginning,” – Feriani Chung, Chief Marketing Officer, ZAP
Redefining Beauty Conversations with AI
Through Qiscus AgentLabs, ZAP has shown that technology and empathy can beautifully coexist. By embracing AI that remembers, understands, and responds with context, ZAP didn’t just make their client care faster — they made it smarter, warmer, and more impactful.
This balance between AI efficiency and human warmth has allowed ZAP to achieve higher productivity, faster resolutions, and more meaningful customer engagements — redefining what exceptional care means in the beauty industry.
Your business can follow in ZAP’s footsteps. Start your own transformation with Qiscus AI AgentLabs, and see how the right AI can help your team work smarter, connect deeper, and grow stronger every day. Discuss with us today!
