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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

CASE STUDY: BRANDY X CLARINS

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
MORE CONVINIENT UX:

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.
our needs?
WHAT ARE
UP TO 70%

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
BUSINESS COMPETITION:

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

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
For convenience, customers can switch to a messenger app where the chat-bot and beauty advisor is also available
refund info

gift card

account
delivery info

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 Sherlock’ 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
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!
Next steps & opportunities
DEVELOP ADVANCED CHATBOT SCENARIOS

- 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
RUN
CONVERSATIONAL AI

It’s recognize customer’s intent and respond or activates chatbot scenario
Download Clarins case in .pdf right now!