How Konvo AI Agent helped WildRain Cosmetics cut 400+ support hours
Salvador Lucas - CEO and Co-founder at WildrRain Cosmetics
AI resolution rate
Hours Saved in 2025
Region
Spain & Europe
Industry
Cosmetics eCommerce
Key features
Konvo AI agent, WhatsApp Support, Automated Product Recommendations
We spoke directly with Salvador Lucas, CEO & Co-founder at WildRain Cosmetics.
After two decades navigating corporate beauty giants, Salva set out to build something different: a brand that blends clinical efficacy with sensorial pleasure. WildRain was born with a strong community-first mindset and it worked. In less than three years, they grew from 10,000 to 374,000 followers.
But explosive growth brought an unexpected bottleneck, customer service couldn't keep pace with demand.
WildRain Cosmetics at a glance
WildRain Cosmetics is rewriting the rules of beauty retail in Spain. Founded by industry veterans with deep expertise in dermocosmetics and beauty brand strategy, WildRain creates skincare products that refuse to compromise, combining pharmaceutical-grade formulations with textures and scents that make daily routines feel luxurious.
The brand's icon, a panther, represents the modern woman navigating life's jungle with confidence. Their philosophy is simple yet powerful: authenticity wins. "Be real, be you," as their tagline promises.
The Challenge: When every question can mean a sale
WildRain's community-first approach created something imprssive in beauty, genuine connection at scale. Co-founder Mar built a loyal following by educating customers on ingredient science, formulation quality, and honest product reviews. But as their community exploded and monthly sales climbed, that connection threatened to break.
Customer inquiries flooded in constantly: product recommendations for specific skin types and ages, order status checks, routine guidance for combining actives, questions about upcoming promotions. Every question mattered. Every customer deserved instant, personalized attention.
The math was brutal. "Customer service was the first area that became strained when we increased sales volume," Salva explains. Without automation, WildRain would need to hire 1-2 people dedicated solely to answering questions. More concerning: response speed directly impacted conversions. In beauty, when a customer asks "what should I use for fine lines at 43 with combination skin?" they're ready to buy now. A delayed response means a lost sale.
WildRain needed AI that could handle complexity, not just deflect simple FAQs. Their customers asked nuanced questions about ingredient concentrations, formulation synergies, and personalized skincare routines. The solution had to be intelligent, fast, and feel unmistakably human.
"Without our AI Agent, I would have needed 1-2 people just to handle queries, incidents, and routine recommendations. Not just the hours I would have dedicated, the sales I would have lost.
Salvador Lucas
CEO and Co-founder • WildRain Cosmetics
The solution: Deploying an AI beauty experiment on WhatsApp
WildRain deployed Konvo's AI Agent as their first line of support on WhatsApp, the channel where 90% of customer inquiries arrive. But this wasn't about deflection. It was about elevation.
Konvo's AI Agent learned WildRain's complete product catalog, formulation philosophy, and brand voice. It understands the difference between retinol concentrations, can explain why their anti-cellulite formula uses specific actives, and recommends complete skincare routines based on age, skin type, and concerns.
Customers call the AI "Mar IA", a playful nod to co-founder Mar, and have grown comfortable asking it anything. The implementation delivered immediate capabilities:
• Instant Product Expertise: The AI handles pre-purchase consultations, recommending products based on detailed customer profiles and skin concerns.
• Automated Order Management: Tracking inquiries, delivery status, and post-purchase questions are resolved instantly without human intervention.
• Campaign Automation at Scale: During peak periods like Black Friday and Mother's Day, WildRain sends personalized WhatsApp broadcasts to thousands of customers with zero manual effort.
• Continuous Knowledge Learning: The AI evolves with every interaction, improving responses and understanding customer intent better over time.
The Results: From 2,500 manual messages to instant automation
The transformation wasn't just operational, it was existential. Customer service evolved from cost center to revenue driver.
68% of conversations are now fully automated, with the AI handling everything from complex product consultations to order tracking to skincare routine design.
400+ hours saved monthly, time the team reinvested into product development, content creation, and strategic growth initiatives.
WhatsApp dominance: While email open rates stagnate, WhatsApp messages get immediate attention. "90% of queries come via WhatsApp. Email is colder. WhatsApp brings you much closer to the customer—everyone has their phone nearby, and they see it right away." Salva explains.
Revenue impact: Fast, knowledgeable responses at the moment of consideration drive conversions that would otherwise be lost. The AI doesn't just save costs, it generates sales.
Peak performance during high-demand weekend, Black Friday
During a recent high-volume weekend, 7,000 inquiries arrived within 48 hours. The AI handled the surge with an 80% deflection rate, pulling customer profiles and providing personalized order updates automatically.
7,000 customer questions
Inquiries in 48h
80% handled by AI
The vision: AI-First support is the only path forward for eCommerce
For Salva, the conclusion is unambiguous: AI isn't optional for modern eCommerce.
WildRain is already exploring AI-generated video content with realistic avatars for personalized product education at scale. But the immediate lesson for other eCommerce brands is simpler: start now.
"If you don’t start automating with AI now, growth will turn against you.
Fixed costs get heavier, margins get thinner, and profitability slowly fades. Efficiency isn’t about cutting costs. It’s about survival."
Salvador Lucas
CEO and Co-founder • WildRain Cosmetics
