How Evolve Uses Menza to Analyze 200+ Support Tickets and Surface Product Issues

Customer

Evolve Organic Beauty is a clean beauty brand with a growing product catalog and a high volume of customer service interactions across its e-commerce business.

The Challenge

As Evolve scaled, important operational signals were increasingly buried in day-to-day data. Issues such as product packaging defects surfaced in individual customer service tickets, but were difficult to identify early without manually reading large volumes of support messages.

By the time patterns became obvious to the team, the issue had often already impacted multiple customers, increasing operational cost and risking customer satisfaction.

Evolve needed a way to continuously monitor qualitative data and proactively surface issues before they became widespread.

How Evolve Used Menza

Evolve configured Menza as an always-on AI agent using Tasks, instructing it to proactively look for opportunities to improve the business.

Menza continuously analyzed customer service tickets and support conversations, searching for recurring themes and anomalies. Instead of waiting for someone to manually notice a pattern, Menza surfaced insights automatically and flagged potential operational issues to the team.

Impact

• Detected recurring leakage issues in a specific product earlier than manual review would allow
• Enabled faster investigation and resolution of packaging problems
• Reduced the risk of ongoing customer dissatisfaction
• Prevented avoidable operational inefficiencies from escalating

Customer Quote

It found patterns in customer service tickets and told us we should look at the packaging for a specific product. That’s something humans struggle to spot, but Menza could see it in the data. — Beatrice Piazza, Head of Ecommerce