Apple Messages for Business
Clarins Case Study
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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
Online chat-bot for website and messengers that serves customers 24/7 on Clarins.ru, Telegram, Viber and other messaging apps
WHAT WAS DONE?
Clients prefer messaging, not calls!
What Are Customers
Voice channel vs. Digital conversations according to brandy.im market report
Customers' transition to digital channels increases rapidly. Basically everyone uses messaging apps.
Banking and retail sector forming customer habits by widely and successfully using chat-bot solutions
Customers' don't need to wait on the line, listen to IVR menu and repeat themselves to different operators
MORE CONVINIENT UX:
OVERLOADED CALL CENTER:
Lines in promotions, missed calls, easy way to contact for those, who don't like caling
With E-retail, direct E-com competitors, large marketplaces
BRAND IMAGE AND REPUTATION:
Use of up-to-date technical solutions to ensure customer convenience
UP TO 70%
of requests potentially can be resolved automatically without lowering NPS
Integrated Product Catalog
CUSTOMER SWITCHES TO MESSENGER
BEAUTY ADVISER will see it as one conversation
Chat-Bot for Routine Tasks on Web-site
For convenience, customers can switch to a messenger app where the chat-bot and beauty advisor is also available
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
Omnichannel Management for Beauty Advisor
Live beauty adviser connects only when customer need human assistance by clicking the "start chat" button on the website or in the messenger app
services on site
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!
We’ve integrated Brandy' Agent console into Creatio (CRM solution) so agents work in familiar interface
Next Steps & Opportunities
DEVELOP ADVANCED CHATBOT SCENARIOS
- Order management
- My grade (check personal discounts, offerings etc)
It’s recognize customer’s intent and respond or activates chatbot scenario
CONNECT APPLE MESSAGES FOR BUSINESS
Clarins Business account can be available in iMessage app in every Apple device
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Clarins case study
Apple Messages for Business