About Curology

Personalized prescription skincare should be available without the barriers and long wait times typically associated with traditional office visits. Curology was founded to make prescription skincare accessible by combining clinical expertise with digital convenience. Curology patients receive a custom formula tailored to their unique skin concerns, supported by licensed dermatology providers who guide them through their skincare journey. 

From day one, the brand has been built on accessibility, personalization, and genuine care for each customer's individual needs.

The challenge: Meeting demand for personalized guidance at scale

As a personalized prescription skincare brand, Curology attracts a community that values one-on-one conversations. Customers have detailed questions about ingredients, formulations, and how products will work for their specific skin type. They ask these questions everywhere — in Instagram DMs, TikTok comments, and across social channels. 

The challenge was twofold: providing timely, expert-level support to existing customers while also connecting with thousands of potential customers asking skincare questions across social media. 

With thousands of conversations happening simultaneously across platforms, the team needed to scale its internal systems to meet the real-time demand of personalized responses.

Meanwhile, TikTok has become the next frontierfor organic customer acquisition. Thousands of people were posting about their skincare journeys, asking for advice, and searching for solutions — but reaching them all manually was impossible.

The solution: AI-powered expertise across support and acquisition

Curology partnered with Remarkable AI to solve both challenges with two integrated solutions: Support and Acquire.

Support: 24/7 personalized customer service

Remarkable AI's Support solution gave Curology the ability to maintain their signature personalized service at scale. The platform combines AI efficiency with real human expertise, ensuring every customer inquiry receives a thoughtful, brand-aligned response. 

Crucially, every message is reviewed by a trained expert before it's sent. This human-in-the-loop approach ensures that all responses align perfectly with Curology's brand policies, voice, and clinical standards — maintaining the quality and trust that customers expect. 

The onboarding was seamless. Curology connected their existing tech stack through one-click integrations, defined which channels and ticket types Remarkable AI would handle, and within days, expert responders were providing high-quality support.

The results were immediate:

• 98% of social support tickets resolved through the platform
• 27% of inquiries were pre-sales questions — critical touchpoints for conversion
• Under 27 minutes average first response time — keeping potential customers engaged

Acquire: Organic growth through proactive engagement

With the Support foundation in place, Curology leveraged Remarkable AI's Acquire solution to tap into the massive skincare conversation happening on TikTok. Rather than waiting for customers to find them, Curology could proactively engage with people actively seeking skincare advice. 

Remarkable AI surfaces relevant posts where people are asking skincare questions, discussing competitors, or sharing their skincare struggles. The platform then crafts personalized, helpful comments — each one reviewed by a human expert to ensure it matches Curology's brand voice and provides accurate, valuable information. This expert review process maintains authenticity and trust while enabling scale.

The organic reach was unprecedented:

• 20,845 consumers engaged through authentic TikTok conversations
• 76% engagement rate — demonstrating the value and relevance of each interaction
• 14,727 likes on Curology's comments and responses
• 8,100 replies creating ongoing conversations and relationship building

"We're meeting people where they already are — in the middle of their skincare journey," the team explained. "Remarkable AI helps us be part of those conversations in a genuine, helpful way. The human expert review ensures every interaction feels authentically Curology. We're not just advertising; we're actually providing value and building relationships with full confidence that our brand is represented perfectly."

The impact: Scalable personalization across the customer journey

By combining Support and Acquire, Curology has created a comprehensive approach to customer engagement that maintains their brand values while achieving unprecedented scale. 

New customers discover Curology through helpful, personalized interactions on social media. When they're ready to make a purchase, they receive fast, expert support that answers their specific questions and builds confidence in their decision. And throughout their skincare journey, they have access to responsive, knowledgeable support whenever they need it. 

The results speak for themselves: near-perfect ticket resolution rates, lightning-fast response times, and tens of thousands of meaningful consumer interactions — all while maintaining the personalized, expert touch that makes Curology special.