Sephora embraces digital experiences through conversational AI

Founded

1970

Website

www.sephora.sg

Channels

Use Cases

Customer Support, New Orders, Returns & Refunds

Challenge

Solution

Impact

Challenge

Engaging customers in an online store format, similar to a brick and mortar outlet

With a shift in consumer behaviour in recent times, to more online purchases, Sephora analysed how consumers interacted with their online store and found it to be similar to their purchase behaviours at brick & mortar outlets. They usually searched for product details, reviews, best prices and recommendations before considering any purchase.

Aligned with the vision of providing a best-in-class retail experience across both offline and online channels to all its consumers 24X7, Sephora wanted to adopt an omnichannel approach and ensure a similar level of support and assistance.

Solution: Sephora Virtual Assistant

Personalized consultations

Customers can connect with a beauty expert on-demand to handpick the best products available, reserve and pick them up anytime!

The in-store Beauty Advisors are uniquely positioned to provide a much more personalised one-on-one experience through the WhatsApp chat option and are leveraging the channel to assist customers.

02.

An online “in-store” experience

The Sephora bot supports customers by reserving products and allowing pickup in-store, checking product availability
and asking questions on store timings & product returns.

The virtual assistant fetches the right product details from the customer’s nearest store, for them to directly connect with in-store beauty advisors. These beauty advisors cater to specific customer needs and support them through their purchase decisions, just like in a physical store.