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CASE STUDY: BRANDY X CLARINS (Regional branch)
Online chat-bot for website and messengers: serves customers 24/7 on Clarins.ru, Telegram, Viber and any other messaging apps
90% automatized
dialogues during 6 months
Online chat-bot for website and messengers that serves customers 24/7 on Clarins.ru, Telegram, Viber and other messaging apps
WHAT WAS DONE?
BRAND
Clarins
CASE
E-com assistant
clients prefer messaging, not calls!
WHAT ARE
customers expectations?
MARKET TREND:
Banking and retail sector forming customer habits by widely and successfully using chat-bot solutions
Banking and retail sector forming customer habits by widely and successfully using chat-bot solutions
MORE CONVINIENT UX:
Customers' don't need to wait on the line, listen to IVR menu and repeat themselves to different operators
Customers' don't need to wait on the line, listen to IVR menu and repeat themselves to different operators
BEHAVIORAL TREND:
Customers' transition to digital channels increases rapidly. Basically everyone uses messaging apps.
Customers' transition to digital channels increases rapidly. Basically everyone uses messaging apps.
our needs?
WHAT ARE
UP TO 70%
of requests potentially can be resolved automatically without lowering NPS
of requests potentially can be resolved automatically without lowering NPS
BRAND IMAGE AND REPUTATION:
Use of up-to-date technical solutions to ensure customer convenience
Use of up-to-date technical solutions to ensure customer convenience
BUSINESS COMPETITION:
With E-retail, direct E-com competitors, large marketplaces
With E-retail, direct E-com competitors, large marketplaces
OVERLOADED CALL CENTER:
Lines in promotions, missed calls, easy way to contact for those, who don't like caling
Lines in promotions, missed calls, easy way to contact for those, who don't like caling
SOLUTION
SEAMLESS
omnichannel management for beauty advisor
Integrated Product catalog
CUSTOMER SWITCHES TO MESSENGER
Messaging app
BEAUTY ADVISER will see it as one conversation
Webchat
SELF-SERVICE
CHAT-BOT FOR ROUTINE TASKS ON WEB-SITE
All communication channels of one customer connected to a single backend and dialogue
User can start conversation on the website and then continue in a messaging app
User can start conversation on the website and then continue in a messaging app
For convenience, customers can switch to a messenger app where the chat-bot and beauty advisor is also available
refund info
gift card
account
gift card
account
delivery info
loyalty program
services on site
loyalty program
services on site
Live beauty adviser connects only when customer need human assistance by clicking the "start chat" button on the website or in the messenger app
tech
We’ve integrated Brandy' Agent console into Creatio (CRM solution) so agents work in familiar interface
IMPORTANT FEATURES
Possibility of deep integration with services
Analytics and reporting
Automatic inclusion of the non-working time form
Professional beauty advisor console
Livechat widget and 3+ messaging channels connected
Analytics and reporting
Automatic inclusion of the non-working time form
Professional beauty advisor console
Livechat widget and 3+ messaging channels connected
Chatbot automatically recognizes the customer’s data if he is registered on the web site
Chatbot development tools
Flexible and customizable widget design
Conversational AI trained on real e-commerce dialogs!
Chatbot development tools
Flexible and customizable widget design
Conversational AI trained on real e-commerce dialogs!
Next steps & opportunities
DEVELOP ADVANCED CHATBOT SCENARIOS
- Order management
- My grade (check personal discounts, offerings etc)
- Subscribe
- Order management
- My grade (check personal discounts, offerings etc)
- Subscribe
CONNECT APPLE MESSAGES FOR BUSINESS
Clarins Business account can be available in iMessage app in every Apple device
Clarins Business account can be available in iMessage app in every Apple device
RUN
CONVERSATIONAL AI
It’s recognize customer’s intent and respond or activates chatbot scenario
CONVERSATIONAL AI
It’s recognize customer’s intent and respond or activates chatbot scenario
Brandy.im - proud member of "Startup Lisboa"
1000 N. West Street, Suite 1200, Wilmington, Delaware 19801, United States of America
Terms of service | Privacy policy | GDPR | CCPA
1000 N. West Street, Suite 1200, Wilmington, Delaware 19801, United States of America
Terms of service | Privacy policy | GDPR | CCPA
solutions
- Brand assistant
- E-com assistant
- Product assistant (soon)
- Pricing
- Clarins case study
platform
- Overview
- Chat-center
- Chat-apps
- Conversational AI
channels
- Apple Messages for Business
- Online chat
- WhatsApp Business
- Instagram Direct
- Messaging apps
- SMS