A quick glimpse into CureSkin

CureSkin is India's most trusted skin & hair care app since 2017. With 5M+ app downloads, the company provides personalized and outcome-driven solutions for various skin and hair ailments through online-based skin assessments. CureSkin solutions include:

• Home-delivered products.

• Continuous supervision from its team of doctors.

• Diet and lifestyle advice for better skin and hair health.

CureSkin leverages digital technology to assess the skin & hair health of 10,000 consumers on a daily basis. The results are then verified by doctors to provide personalized treatments. 

What was the key challenge for CureSkin at hand?

The cosmetics and skincare industry is one of the fastest-growing markets in the world, and it is slated to touch $128.7 billion in 2030. According to McKinsey, the pandemic has inflicted a change in consumer behavior and preference, as they now prefer taking the online route to brick-and-mortar beauty stores.  

Direct-to-consumer skincare brands are disrupting the market with their purposeful branding, authentic storytelling, and customer-centric digital marketing strategies. Creating intent-based customer journeys (from purchase to delivery, or doctor appointments to post-treatment follow-ups) is also paramount for such brands - and consistent, contextual, and credible customer communication has a big role to play here. 

Read More: Truecaller Helps Pharmeasy Win Customer Trust

On this front, CureSkin was finding it difficult to seamlessly connect with consumers over voice calls for: 

• Order confirmation and delivery.  

• Getting a skin advisor connected to consumers.

• Scheduling/Confirming doctor (dermatologist) appointments with consumers.  

Reason being:

• CureSkin didn’t have a verified and branded caller identity.

• Consumers didn’t know who was calling them, as they didn’t see either a brand name or logo on their phone screens. 

• Consumers were suspicious of the caller and weren’t comfortable answering the calls. 

The above-mentioned reasons instigated some of the consumers to mark the calls as spam, which wasn’t in the best interest of the company’s brand identity and reputation. As a result, the company had to constantly buy new business numbers to connect with consumers. 

CureSkin was looking for a solution to: 

• Deliver a seamless CX to consumers who were looking to buy skincare products directly from their website (from order confirmation to delivery).   

• Enable uninterrupted communication between dermatologists/hair specialists/skin advisors and consumers.

How Truecaller makes CureSkin a more trusted, conscientious, and dependable brand

Using our Verified Business Caller ID solution, CureSkin has empowered its voice calls with: 

• Green Screen - instilling a sense of genuineness and giving visual reassurance to consumers.  

• Brand Visibility - highlighting the brand name and logo (non-editable by the user community).  

• Priority Call Badge - making the brand stand out from unscrupulous callers and emphasizing the urgency of the call. 

• Call Reason - adding more transparency to the communication.

• Business Category Tag - adding a further layer of brand personality to the call.

This is what a consumer (who is looking for skin treatment) now sees when someone from CureSkin reaches out.

The key outcome 

They have improved their calling efficiency by 80%, for the following use cases/call reasons: 

• Schedule your doctor's appointment.

• Check-up call from your Skin advisor. 

• Regarding the delivery of your order.

Consumers now have a clear idea of who is calling them and why resulting in:

• Consumer-friendly buying experience.

• Timely and productive doctor-consumer/patient engagement.