At Lunaire Lifestyle, AI handles customer service, not email marketing
Krish Wajé, CEO & Director of Lunaire Lifestyle, works with an Australian refillable candle brand built around an engraved aluminium Forever Jar and replaceable scent pods. This conversation looks at where AI saves time in customer service, where it has not met the mark, and how customers increasingly arrive knowing what they want.
AI can save time on customer service, but it has not produced email marketing quality Lunaire is satisfied with. For better customer and AI-assisted discovery, make product information clear and answer the questions buyers actually ask.
What’s the quick origin story of your business, and what makes what you do genuinely different from the other options your customers are looking at?
Most luxury candles get thrown out once they’re finished. Lunaire’s Forever Jar is an engraved aluminium vessel with a lifetime warranty – you keep it for life and just swap the scent pods, which are hand-poured in the Blue Mountains.
Where does most of your new business come from today, and where do you wish it came from?
Most new business either comes from paid ads or word of mouth. Ideally if most of our new customers came from word of mouth and organic that would be the ultimate goal
What’s one thing you’ve actually handed over to AI in the last year, and one thing you tried it on and went back to doing the human way?
Customer service has been completely automated with Ai which is saving me HOURS every week.
I tried to use AI for email marketing but I was not satisfied with the quality so I still pay someone monthly for that service
Have you noticed a change in how customers find you or what they already know before they reach out? Is anyone arriving through AI assistants like ChatGPT yet?
Most customers find us through Instagram and Facebook, and more and more are coming in already knowing what they want – usually an engraved Forever Jar as a gift. They’ve done their research before they reach out, so the questions are less “what is this?” and more “can you engrave this by Christmas?” Yes we have – its so awesome to see!
If you were advising someone in your industry on all of this for the next 12 months, what would you tell them to actually do, and what would you tell them to ignore?
Do: Make your website answer the questions customers actually ask – what it’s made of, how it works, how long it lasts, whether you can engrave by a certain date. Clear, specific answers help real customers and AI assistants recommend you. Get genuine reviews, and get your brand mentioned in places like this. And build your email list, because that’s the one channel you own.
Ignore: Trying to “hack” ChatGPT or chase every new AI tool. If your product is good and your site explains it clearly, the discovery follows. Don’t spend time on that before the basics are done.
Thank you to Krish Wajé and the team at Lunaire Lifestyle for sharing what actually worked with Leaders Perception readers.
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