No Makeup Makeup did not add another app or throw more people at the problem. With StateSet, the brand hired a digital workforce that closes the work, keeps costs predictable, and lets humans handle edge cases.
The Challenge
Hypergrowth pushed the old eCommerce operating model to its limits.
No Makeup Makeup grew across Shopify, TikTok Shop, Amazon, and live retail with a lean team and a fast-moving channel mix. As order volume climbed toward an eight-figure run-rate, the old tool-centric model started to strain customer experience, margin, and operational focus.
Every launch, channel, and support spike created more work: more tickets, more clicks, more edge cases, and more pressure on the team to keep customers delighted without adding linear headcount.
The Solution
Noelle became the digital workforce for daily commerce operations.
No Makeup Makeup deployed Noelle, an AI agent powered by StateSet’s iCommerce Engine, directly into daily CX and operations workflows. Noelle resolves routine tickets automatically and escalates only when a human is required, with the context and suggested next actions already attached.
StateSet connected the workflows across Shopify, TikTok Shop, Amazon, Gorgias, and Loop so the brand could move from app-heavy eCommerce operations to an outcome-driven iCommerce model.
The Results
Noelle helped the team close more work without support chaos.
Closed tickets increased from a 110-ticket baseline to 574 with Noelle, a 5.2x lift. The percentage of tickets closed rose from 14.3% to 74.6%, while average CSAT improved from 4.49 to 4.66.
First response time held under four minutes, average response time improved to 3 minutes 42 seconds, and one-touch tickets increased from 40.97% to 51.57%.