Cosmetics Shop Doubles Returning Customers Thanks To Jinmi AI

In the online cosmetics business, customers often make a single purchase and then disappear. Trần Thu Hằng, a cosmetics shop owner in Hanoi, faced high advertising costs with few returning customers. After implementing the Jinmi AI automated chatbot, she doubled her returning customer rate and reduced advertising costs by 40% in just three months. The situation before using Jinmi AI Ms. Hằng started her cosmetics business in 2020, specializing in lipsticks, serums, and creams. Her main sales channels were Facebook and TikTok Shop, leveraging livestreams and ads to attract customers. However, reliance on advertising increasingly became a burden. Each month, the shop processed around 1,000 orders, but nearly 80% of customers made only a single purchase and never returned. To maintain revenue, she had to spend heavily on ads. The ad budget kept rising month by month, sometimes accounting for up to 30% of total revenue, leaving little profit. Preliminary business report & challenges encountered Customers buy once and disappear The nature of cosmetics is fast consumption, typically 30–45 days. A bottle of serum lasts about a month, but without reminders, customers easily forget or get attracted by other brands. The shop loses out on repeat-purchase revenue, which should have been the most sustainable source of profit. Rising advertising costs To compensate for the gap of returning customers, Ms. Hằng continuously increased her ad spend. Each new order cost around 80,000–100,000 VND in advertising. Combined with operational costs, net profit was squeezed. This is a common challenge for many online shops: selling more but still struggling to make a profit. Lack of customer data for personalized care Customer information was manually stored in Excel. Without a tagging or segmentation system, Ms. Hằng couldn’t track who bought serum versus who bought lipstick. As a result, remarketing efforts were nearly impossible. Revenue and brand growth After just three months of implementing the technology, Ms. Hằng’s shop achieved results beyond expectations. Results achieved with Jinmi Omni channel Returning Customers Doubled The repeat customer rate increased from 15% to 30%. Revenue from existing customers grew significantly, helping the shop stabilize instead of relying solely on new customers. 40% Reduction in Advertising Costs The budget for acquiring new customers was nearly cut in half. With the same revenue, the shop’s profits increased considerably. This was a key factor in achieving more sustainable business operations. Stronger Brand Trust Customers left more positive feedback because they felt cared for at the right time. After three months, orders from friend referrals increased by 20%, demonstrating that the brand had established a solid position. Balancing Sales and Brand Development By reducing the pressure to find new customers, Ms. Hằng had more time to focus on livestreams, select new products, and build her personal brand. This indirect benefit is extremely important for long-term growth. Jinmi AI: The Secret Behind the Success Realizing she could not rely solely on ads, Ms. Hằng implemented the Jinmi AI automated chatbot. The system was installed directly on her fanpage and TikTok Shop, operating 24/7 and automatically managing customer care at each stage. Solutions from Jinmi AI Classifying Customers by Purchased Products When a customer buys lipstick, serum, or cream, the chatbot immediately tags the product. Customer segments are clearly organized: who bought lipstick, who bought serum, and who are new or loyal customers. This creates a solid foundation for automated follow-up care. Timely Repurchase Reminders After 30 days from the first serum purchase, the chatbot automatically sends a message: “Hi! Your serum is running low. Would you like to get more to maintain the effect?” This natural and timely approach makes customers feel cared for, encouraging them to return without additional advertising. Offering Small Incentives to Retain Customers In addition to reminders, the chatbot sends small perks like a 5% discount or free shipping on the next order. These modest incentives foster engagement and encourage repeat purchases. Building an Exclusive Customer Database Instead of relying entirely on e-commerce platforms, Ms. Hằng now has her own segmented customer database. This data allows the shop to implement remarketing, introduce new products, and maintain long-term customer care without limitations. Integrated Multi-Channel Support Beyond Facebook, the chatbot also connects with TikTok Shop. This ensures customers receive timely responses across all platforms without manual management.  The story of Ms. Trần Thu Hằng, owner of an online cosmetics shop in Hanoi, demonstrates that retaining existing customers is key to sustainable growth. With the Jinmi AI automated chatbot, she not only doubled her returning customer rate but also reduced advertising costs by 40%. This clearly shows that leveraging technology for customer care is the long-term path for any cosmetics shop in a competitive market.