IPSY Cuts Time to Analyze and Lifts CSAT with Unified Conversational Insights

The Service Experience team at IPSY knew their reliance on manual exports, disconnected tools, and generic surveys stifled their customer experience. Without unified insights, the richest dataset in the company stayed locked in individual tickets—unsearchable, unanalyzed, and unused.

By making every customer conversation instantly searchable, IPSY transformed hours of manual analysis into seconds, unlocking a new level of clarity across the business.

The impact:

• 7% lift in CSAT after surfacing sentiment drivers in real time and acting on them faster
• A jump to 20% in survey response rates with personalized surveys that captured deeper, more authentic feedback
• 30% reduction in coaching prep time, giving leaders more space for meaningful, human conversations with their agents

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