Vichy Case Study Higher Engagement and Conversion through e-commerce

Like any brand looking to master their e-commerce strategy, L’Oréal’s brand Vichy wanted to increase sales and enhance the experience they provided consumers. By partnering with Automat to offer product recommendations with a virtual skincare expert, Vichy realized higher engagement, more insights and greater sales. 

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Making Ecommerce Personal

Minutes of engagement with each conversation

Unique insight per customer, per conversation

Revenue generated per diagnostic compared to website

Designed to Make Users Feel Heard

Automat’s Vichy Skincare Expert had an approachable, personal voice that allowed users to open up about their needs, share their concerns and learn about their best product choices.

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How the Experience Worked

Facebook Messenger, Discovery Tab and Plugin

Deployed through multiple Facebook solutions and on the brand’s website, Vichy’s Skincare Expert welcomed users with a familiar interface, permitting greater integration with Facebook’s ad solutions and also permitting one-click email capture.

Skincare Diagnostic

By asking relevant and clear questions, complete with pictures and other illustrative content, Vichy’s Skincare Expert collected unique insights and engaged users while storing troves of new data in Vichy’s CRM, allowing for personalization of future communications. 

Multi-Media Educational Content

After engaging users, Vichy’s Skincare expert was able to build awareness about some of the most basic skincare issues its products address. By presenting informative multi-media content, Vichy leveraged more of its existing marketing content in a way that would attract more of its consumers’ attention. 

Personalized Recommendations

After completing the skincare diagnostic, users were offered personalized recommendations in the form of a skincare regimen, allowing them to evaluate individual products or the entire routine as a whole while also increasing cart value. 

Post-Experience Management

Vichy’s Skincare Expert didn’t stop at recommendations. Following the experience, users could be targeted with personalized content, seasonal campaigns, follow-up samples and other forms of re-engagement that drove more revenue.

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With Conversational AI, Your brand can provide customers with easy, immediate, helpful experiences that guide their purchase decisions and lead them to buy more.

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