For this assignment I was actually doing a live audit of the IG account as well as website (I had gone through product page earlier only) hence the video is a bit long. Please bear with me -

I have gone through the whole answer in the video with a better explanation, however I am also leaving something in written too just to keep it simple in case you are short on time.

Everything in this case boils down to content. We. Are. Not. Producing. Content.

And that’s NOT nice.

A lot of those queries can be answered through just content but our IG as far as I saw is just - MAINTAIN AN AESTHETIC FEED with a sprinkle of influencers in between.

1. Usage Instructions

• Provide clear, visual “How to Use” guides on product packaging, website, and order confirmation emails.
• Short videos or infographics for each product.
• Add QR codes on packs linking to tutorials. See, this is the NICONI example I gave in the video -

• Highlight if refrigeration is required, many questions stem from confusion about storage. Even though it’s mentioned on the website, people are not going to go on the website everytime they have a confusion. Everyone prefers to check a brand on their social accounts.

2. Ingredient Transparency

• We do have standarised ingredient sheet per product, maybe if we have improve the search engine show ups because to me, it was disappointing.
• Address common concerns like methi, natural preservatives, refrigeration through video content or even carousels. Hooks like - Should you keep henna in the fridge? It directly answers the query our customers have.
• FAQ section - We need it on our product pages as well as IG highlights. “Does this need to be refrigerated?” → should be answered once, not repeatedly in DMs. Whenever someone asks such a question - we send them the post or the product page with a sweet message -

”Hey, we have answered all your queries about the product in this FAQ section/post here. Please reply back in case of other questions if any and our team will reach out to you within the next 24-48 hours. We appreciate your patience.” Bettwe if we automate this.

3. Recommendation Support

• Add an AI/chatbot quiz on the website: “Tell us your concern (hair fall/dark circles/etc.) → get product suggestions.” BTW, I Love that new “check your cellular age” thing on our website. It’s not only quite accurate (I tested it myself) but also gamifies the whole website experience, great move.