Pexly is a leading global outsourcing company with remote agents worldwide, delivering 24/7 multichannel customer support in 50+ languages. Our highly qualified beauty specialists are trained to represent premium brands with the right tone, product knowledge, and care across every customer interaction.
Beauty Brand Customer Support Outsourcing
Social channels have become a frontline support channel now, often the first place customers go when they’re frustrated, in a or want a public response. Social media customer service outsourcing is when a dedicated support team manages your brand’s public and private social channels as a customer-care operation – not just “community vibes.” Our multilingual team handles DMs and chat inquiries, replies to comments on posts/ads and performs content moderation to protect your brand image in public spaces. Pexly specifically positions this as a dedicated team that manages chats/messages/comments to maintain a strong brand image and customer experience, with emphasis on understanding casual language/slang across popular channels.
Always Available
24/7 always on multilingual service, day or night. With our omnichannel solutions you can keep your existing platforms.
Always Accountable
Customized support level with AI-enhanced efficiency to drives customer engagement and satisfaction across every channel.
Everyone is promising you fast AI!
Who is giving you a responsible one?
Why Pexly?
We cover all aspects of your Customer Support. From CSAT to 24/7 availability to Cost Efficiency. Your KPIs are Our KPIs.
Pexly is a leading global outsourcing company with remote agents from all over the world. Our highly qualified beauty agents are trained to support premium brands.
At Pexly, we offer Level 1 and 2 CS services to the B2C beauty markets, ensuring round-the-clock support, ads monitoring, social media management and feedback handling to satisfy the most demanding customers and maintain brand image.
We provide tailored solutions with a personalized approach to represent your brand on the highest level.
- 24/7 Customer Support
- 24/7 Social Ads Monitoring
- First Response within 1 hour
- High Customer Satisfaction
- Maintaining brand tone-of-voice
- Providing product recommendations
- Processing returns and exchanges
- Assisting with order and shipping updates
- Managing accounts and subscriptions
- Handling billing and payment-related questions
- De-escalating complaints
- Providing Quality Assurance
- Updating knowledge base and conducting refresher sessions
Your Tools and Channels – Our Team
Pexly supports beauty and cosmetics brands globally with multilingual coverage and an omnichannel setup that fits into your existing tools and workflows, so you don’t have to rebuild operations to deliver premium customer care at scale. We’re built for the real beauty mix: shade and product questions, ingredient and sensitivity concerns, order and delivery updates (WISMO), returns and refunds, subscription/replenishment changes, VIP handling, and social inbox + ad comment management during launches and campaign spikes, all handled with clear procedures and calm, on-brand communication. If you’re relying on AI alone – or you’ve tried outsourcing that felt cold or inconsistent – this is the difference: automation for speed, humans for care and responsibility, 24/7 day and night.
Benefits and typical outcomes from Pexly
Protecting brand reputation
Improving response speed
Lower backlog / fewer aged tickets
Lower volume of repetition
Reducing internal load
Higher resolution rate
AI boosts efficiency. People deliver the real resolution.
Pexly AI
Welcome back Julia, how can I help you today?
Julia Smith
Could you please find staff for my online store?
Pexly AI
We have found a specialist for your project, his name is Jake. You can find more information –> here.
Supporting your retention engine
45–60%
First response time reduced by 45% within the first 60 days.
15–35%
lower cost per contact
Cost-to-serve reduced by 25% within 90 days through automation
Proven Results You Can Rely On
500
+
Staff Agents
250
+
Finished Projects
99
%
Customer Satisfaction Rate
50
+
Languages
Reliable customer service is one of the strongest growth levers a brand has because it’s where trust is either protected or quietly lost.
When support is human-led and AI-assisted, you get the best of both: AI handles routine volume quickly (instant replies, smart routing, faster triage), while trained specialists supervise the interaction, catch mistakes, and take over the moments that require judgment, policy decisions or emotional intelligence. That combination improves response times without sacrificing quality, keeps your brand voice consistent across channels and languages, reduces escalations and repeat contacts and protects reputation when conversations happen in public. The outcome is measurable: fewer unresolved threads, higher customer satisfaction, stronger retention, and a support operation that scales with demand – day and night – without turning customer care into a risk.
Case Study
“Pexly is delivering high-quality, brand-aligned support across email and social media within a fast-paced, KPI-driven environment. Combining strong product knowledge with a solution-oriented approach, they guide customers through order management, returns, billing, and account-related inquiries while providing personalized recommendations on product choice and usage. Acting as both problem-solvers and brand representatives, they handle escalations with a focus on de-escalation and customer satisfaction, ensure accurate documentation, and contribute to continuous operational improvement.”
Beauty Company Bio:
Our customer is an AI-driven luxury cosmetics brand known for combining high-end beauty positioning with data-led personalization. Operating primarily through its direct-to-consumer e-commerce model, the brand focuses on premium-quality makeup and skincare and blends bold creative branding with technology-enabled product matching.
Industry: Premium Makeup Brand, Wellness Products, E-Commerce
HQ: New York, USA
Size: 201-500 employees
Challenge:
Pexly was put up to the task of building a team of agents with an expertise in beauty products and wellness. To be a part of this team, excellent English skills were a must to communicate freely with native speakers and to maintaining the brand’s tone of voice.
The Outcome:
Pexly built together a multi-lingual team with 200 agents, a Team Lead and a Quality Specialist for each country’s market, and a dedicated Project Manager. Our dedicated team of beauty specialists are fully aligned with the client’s premium, customer-centric approach, delivering support across email and social media channels with a strong focus on personalization and brand tone-of-voice. Each inquiry is handled with an empathetic and solution-driven response, combining product expertise with distinctive soft skills.
95
%
First Response
85
%
Customer Satisfaction
90
%
Quality Assurance
Live Multilingual Human Agents – Human-First Support
Our global team of trained customer support agents delivers human-first service 24/7, across channels and 50+ languages. We hire for communication, empathy and problem-solving (not just script reading!), so customers feel heard and issues get resolved properly. Every program runs with clear SLAs, QA scorecards and escalation paths, therefore quality stays consistent as volume grows. When the situation is sensitive our agents own the outcome end-to-end.
Intelligent and Trained AI Agents – Speed for Repetitive Work
Our AI Agents are built to handle high-volume, repetitive interactions instantly – FAQs, order status, basic troubleshooting steps, routing, tagging and summarizing – so queues stay clear and response times stay low. It connects to your knowledge sources and workflows to deliver consistent answers at scale. Most importantly: it operates under human supervision, with guardrails, testing and ongoing QA to prevent “confidently wrong” replies. AI does the speed; our people remain accountable, while your brand reputation is protected.
• Repetative Tasks
• High Volume
• Speed & Accountability
Human & AI Hybrid Supported Customer Support – Best of Both
The hybrid model blends fast automation with human judgment: AI handles routine volume and prepares the context, while human specialists step in for complex cases, escalations and anything that impacts trust. This keeps support efficient without sacrificing empathy, brand voice or accuracy. We run the full operation – setup, training, QA and reporting – so the handoff between AI and humans is smooth and controlled. The result is faster resolution with responsible outcomes, day and night, 24/7 worldwide.
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Everything you need to know
What is BPO in customer service?
BPO (Business Process Outsourcing) in customer service means partnering with a specialist to operate all or part of your support function on your behalf. At Pexly, BPO is not about handing off responsibility – it is about sharing it with a team built to do this work well. In practice, this can include:
• Customer inquiries and issue resolution
• Order, account, or service support
• Complaints and escalations
• Retention and loyalty interactions
• Back-office support linked to customer cases
Why do companies outsource customer service?
Most companies do not outsource because they want to “cut corners.” They do it because customer service has become harder to run well at scale. The real value is operational stability – so customers get help when they need it, and internal teams stay focused on product and growth. Outsourcing helps companies:
• Provide 24/7 coverage without exhausting internal teams
• Support multiple languages and regions
• Maintain consistent quality during growth or peak demand
• Reduce attrition and hiring risk
• Improve response times and customer satisfaction
How do you ensure agents actually care about our customers?
Care is not a personality trait – it is a result of training, ownership, and structure. Customers can tell when someone is engaged. We make sure they are at Pexly, we:
• Hire for communication skills and problem-solving ability
• Train agents on your brand, tone and customer expectations
• Assign stable teams instead of constant rotation
• Measure quality, not just volume or speed
• Give agents authority to resolve issues, not just forward them
How does outsourcing improve customer experience?
Customers care less about who answers and more about how well the issue is handled. When done correctly, outsourcing improves customer experience by removing friction:
• Faster response times
• Better coverage across time zones
• More consistent answers
• Less backlog during peak periods
• Clearer escalation paths
Is outsourced customer service secure?
Yes. We operate with controlled access, strict data-handling rules, and security processes aligned with industry standards. Access is limited to what agents need to do their job – nothing more.
How do you ensure consistent brand voice?
Consistency is maintained through:
• Brand and tone-of-voice training
• Clear response guidelines
• Approved language frameworks
• Regular quality reviews
• Agents are trained to represent your brand, not Pexly’s.
How do you handle complaints and sensitive issues?
Complaints and sensitive situations are always handled by human agents. Our teams:
• Assess whether to respond publicly or privately
• Use tone aligned with your brand values
• Escalate internally when required
• Follow through until resolution
• AI assists with detection and prioritization, but humans make the call.
Why Pexly?
At Pexly, we value clarity, accountability, and respect for the customer. Outsourcing should not distance you from your customers. Done right, it brings you closer. We provide customer service that is:
• Led by people who take responsibility
• Supported by technology that improves consistency
• Built to adapt as your business grows
• Measured by outcomes, not promises
Operating Globally from the Main Hubs
