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CX & Voice of Customer · For E-commerce Founders

Your customers already told you
why they'd leave. Let's go read it.

You're two years in, orders are up, and support is still running through your own inbox. I turn the reviews, DMs, and complaints piling up into the fixes that stop them piling up — so your ratings recover and you get your evenings back.

Get a free Voice of Customer audit See real brand audits ↓
3+ years in CX, complaint resolution & Voice of Customer — banking to beauty e-commerce
Beauty e-commerce products flatlay
★☆☆☆☆
69.8%
of reviews were 1-star
before root-cause fixes
4
real DTC brand audits
inside this page
If you've hit year two, this is probably true

Growth exposed a gap
your team can't close alone.

01

Support is still routed through your personal WhatsApp, email or DMs — and you're the bottleneck for every refund and complaint.

02

1 and 2-star reviews are creeping onto Trustpilot or your storefront, and nobody has time to find the actual pattern behind them.

03

Cases bounce between people — no single owner takes a complaint from "received" to "resolved."

04

You know your reviews are data. You just don't have anyone turning that data into decisions your ops team can act on.

How I support your brand

Four ways I take CX off your plate.

Not a ticket-answering machine — a specialist who finds the root cause and hands your team a fix, not just a closed case.

✉

Customer Communication & Support

Email, live chat and social DMs handled promptly and in your brand's voice, so nothing sits unanswered overnight.

Email SupportLive ChatSocial DMs
🤝

Complaint Handling & Resolution

One owner per case from first message to final resolution — clear case management instead of a complaint bouncing around your team.

Case ManagementResolutionService Recovery
📊

Voice of Customer

Trustpilot and review-platform analysis that separates the noise from the real, fixable root cause behind your rating.

Trustpilot AnalysisCustomer InsightsReview Trends
↻

CX Improvement

Journey mapping and retention-focused fixes that turn a one-time buyer complaint into a reason they order again.

Customer JourneyCX ImprovementRetention
This is the audit I'd run on your brand

Three real DTC beauty brands.
Their public reviews, actually analyzed.

No mockups — these are root-cause breakdowns built from each brand's own Trustpilot and Sephora review data.

0
Total Reviews
0
1-Star Reviews
0
Cust. Service Mentions
Trustpilot · Skincare

Where the complaints actually cluster

Support, delivery and refund issues each show up as distinct clusters in the review text — not one vague "bad experience," but three separate operational fixes.

Customer Support — slow reply, no follow-up, no updates142
Delivery — lost, delayed, damaged135
Resolution — refund delay, no ownership, case unresolved—
Recommendations I'd ship first
Faster response SLA
Set clear response-time standards and timely updates.
Proactive order updates
Real-time tracking and delay notices before customers ask.
Clear case ownership
One person per case until it's fully resolved.
Simpler resolution flow
Faster, more transparent refunds and replacements.
0
Total Reviews
0
1-Star Reviews
1.9★
Overall Rating
Trustpilot · Beauty & Wellbeing

69.8% of reviews are 1-star

A "poor" overall rating almost always breaks down into three fixable buckets. Here, customer service alone drives over half the negative sentiment.

Customer Service — 52.9%
Delivery — 24.3%
Refund — 22.8%
Recommendations I'd ship first
Improve first response time
Acknowledge issues within 24 hours, every time.
Dedicated support agent
One person handles a case start to finish.
Proactive delivery updates
Share tracking info and flag delays early.
Simplify refund process
Faster, transparent, easy to follow.
0
Total Reviews
11.24%
1-Star Reviews
4.1★
Sephora Rating
Sephora · Skincare

A high rating can still hide real friction

At 4.1★, this isn't a service crisis — it's a product-communication gap. The fixes live in the listing and packaging, not the inbox.

Skin Reaction Paradox

Some users report breakouts or irritation from a product marketed as gentle.

Sensory Discomfort

The natural hypochlorous-acid scent reads as "chlorine-like" to some customers.

Price-to-Value Gap

Perceived as overpriced relative to a seemingly simple ingredient list.

Recommendations I'd ship first
Patch-test guide
Educate on sensitive-skin testing before full use.
Scent notes, upfront
Explain the natural hypochlorous-acid aroma transparently.
Leak-proof cap
Redesign the nozzle to prevent daily-travel leakage.
Clinical proof, visible
Surface clinical data to justify the premium price.
Amilasarah Ryanifian
About

Customer Experience Specialist, e-commerce & beauty.

I'm Amilasarah — 3+ years in customer experience, complaint management and Voice of Customer work, with a background running case resolution and regulatory reporting inside a national bank's contact center before moving into e-commerce and beauty.

I help founder-led brands turn scattered customer feedback — reviews, DMs, refund threads — into a system that actually protects your rating and your repeat-purchase rate, so you're not the one carrying support at 11pm.

Complaint Management Voice of Customer Customer Retention Beauty & E-commerce
What it's like to work together

Said by the people who managed my work.

"Amilasarah is an exceptional professional who consistently exceeds expectations, demonstrating a strong drive for excellence and a reliable commitment to delivering high-quality results."
Yeremia
Yeremia
Student Advisor, SGB VA
"Mila, as the youngest staff member, demonstrated an exceptionally quick grasp of her responsibilities. She recorded and tracked incoming issues, conducted analysis, and coordinated with relevant divisions to identify root causes and deliver solutions — excelling particularly in knowledge transfer prior to new product implementations."
Marthina P.
Marthina P.
Section Head of Support Contact Center, BRI
Runs on tools your team already knows

I'm proficient in

Help Desk

  • Gorgias

Research

  • Google
  • ChatGPT

Google Workspace

  • Docs
  • Sheets
  • Slides
  • Drive

Design & Office

  • Photoshop / Canva / Wix
  • Word / Excel / PowerPoint
Let's fix your reviews before the next launch

Get a free Voice of Customer audit for your brand.

I'll pull your public reviews and send back the same kind of root-cause breakdown you saw above — no charge, no obligation. If it's useful, we talk about handling it ongoing.

Request my free audit
WhatsApp
amilasarah
Telegram
@amilasarah
LinkedIn
Amilasarah Ryanifian
Email
Amilasarahr@gmail.com