The Pigment Enhances Professional PMU Sales with Automated Expert Product Guidance

Zipchat functions as a trained sales consultant rather than a simple chatbot to increase average order value

The Pigment has transitioned from manual support to an AI-driven environment where specific pigment shade and undertone inquiries are handled instantly 24/7.

Key results

• Zipchat solves the issue of delayed customer responses and lost sales from unanswered product questions
• Replaces manual support with an AI-driven solution that actively sells and provides intelligent product recommendations
• Provides 24/7 coverage for high-end PMU inquiries that previously led to abandoned carts
• Delivers expert product knowledge integration and contextual understanding of the permanent makeup industry
• High effectiveness in guiding customers toward specific shades, tools, and complementary products
• Noticeable increase in customer confidence during the purchase decision process
• Documented increase in average order value since implementing Zipchat

Company overview

The Pigment is a premier U.S.-based supplier within the permanent makeup (PMU) and microblading industry. As the exclusive distributor for professional-grade pigments through The Beauty Ink Store, the brand serves a dedicated audience of skilled artists and medical aesthetic professionals. Their product line is meticulously curated, featuring high-quality pigment shades designed to provide premium alternatives to standard market offerings. The company focuses on the science of color, offering various brown tones and specialized pigments in 10ml and 15ml sizes that meet the rigorous standards of professional microblading and permanent makeup applications.

By positioning itself as a trust-driven brand, The Pigment emphasizes transformation and artistic confidence. They operate with a membership-focused model that rewards professional loyalty with cashback incentives and free shipping for bulk orders. With a strong presence across major social media platforms and a commitment to multi-language accessibility in both English and Spanish, The Pigment has established itself as a global authority for artists seeking pigments with superior retention and professional results.

Industry: Beauty & Cosmetics
Headquarters: United States
Website: View website

Why The Pigment chose Zipchat

Before implementing Zipchat, The Pigment faced a significant hurdle common in the high-end beauty supply industry: the "response gap." In the permanent makeup world, products are technical and professional-grade. Customers—who are often working artists—frequently have highly specific questions regarding pigment undertones, how certain colors interact with different skin types, and the best application techniques for specific results. Previously, these inquiries were funneled through email or Instagram Direct Messages. This created a delay between the customer's interest and the brand's response, often leading to abandoned shopping carts and missed opportunities.

The brand recognized that their existing live chat solution was insufficient. It was a reactive tool that relied entirely on manual intervention. If a team member was not actively online to monitor the chat, the tool became a dead end for the customer. The Pigment needed a solution that would work autonomously across different time zones to support their worldwide customer base. They sought an AI-driven partner that could not only answer questions but also understand the nuances of their professional product line and proactively guide users toward a successful checkout.

The transition to Zipchat was motivated by the desire to move beyond basic support into proactive sales. The brand needed an intelligent system that possessed deep product knowledge and contextual understanding of the PMU industry. The goal was to eliminate the manual burden on their team while ensuring that no customer question went unanswered, regardless of the time of day. This shift allowed The Pigment to maintain its premium brand positioning by providing instant, expert-level assistance at the exact moment a professional artist was considering a purchase.

The impact

The implementation of Zipchat has transformed the shopping experience on The Pigment's website from a static catalog into an interactive, guided consultation. The AI is particularly effective at handling the complex, detail-oriented questions inherent in the pigment industry. By understanding customer intent, Zipchat steers users toward the correct shades and tools, often suggesting complementary products that the customer might not have initially considered. This level of guided selling has directly contributed to a higher level of customer confidence, as professionals feel supported in making technical choices about the pigments they use on their own clients.

Furthermore, the automation has provided a measurable boost to the brand's bottom line. By being available 24/7 and responding with "trained sales consultant" logic, Zipchat has helped increase the average order value. The bot does not just provide generic suggestions; it integrates product knowledge to offer meaningful recommendations that mirror a high-end, in-store experience. This proactive engagement ensures that the specific concerns of international customers and those shopping outside of standard PST business hours are addressed immediately, bridging the gap that previously existed with manual support.

"Zipchat is extremely effective at recommending products. It doesn’t just provide generic suggestions—it understands customer intent and guides them toward the right shades, tools, or complementary products based on their needs. We’ve noticed that customers feel more confident in their purchase decisions, and our average order value has increased since implementing it. It functions more like a trained sales consultant than a simple chatbot."

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Which specific problem did Zipchat help you solve?

Zipchat helped us solve the issue of delayed customer responses and lost sales due to unanswered product questions. In our industry (high-end PMU and pigments), customers often have very specific questions about shades, undertones, skin types, and application techniques. Before Zipchat, many of these inquiries came via email or Instagram DMs, which created delays and sometimes led to abandoned carts. Zipchat now handles these questions instantly, 24/7, and guides customers directly on the website—significantly improving engagement and conversion rates

Were you using another chat solution before Zipchat? If so, which one—and what motivated you to make the switch?

Yes, we previously used a standard live chat solution. However, it required constant manual support, and if no team member was online, the chat was essentially useless. It also lacked intelligent product recommendations and contextual understanding. We switched to Zipchat because we wanted an AI-driven solution that could actively sell, not just respond. The automation, product knowledge integration, and proactive engagement were the main reasons for making the switch.

How effective is Zipchat at recommending products to your customers?

Zipchat is extremely effective at recommending products. It doesn’t just provide generic suggestions—it understands customer intent and guides them toward the right shades, tools, or complementary products based on their needs. We’ve noticed that customers feel more confident in their purchase decisions, and our average order value has increased since implementing it. It functions more like a trained sales consultant than a simple chatbot.

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