The L’Oréal Luxe team wanted to improve customer satisfaction and increase brand awareness by deploying a fun and easy to use virtual fragrance advisor.
Through its own research, L’Oréal identified that shoppers seek conversations with businesses as part of a better customer experience:
65% are more likely to transact with a business they can contact via chat
68% of those who message a business feel it creates a better customer experience
The team also identified that Facebook Messenger would be the preferred messaging channel for its audience. Messenger is one of the largest messaging apps in the world, with more than 1.3 billion active users.
Using EBM, the L’Oréal team created and deployed the ‘Find the Perfect Fragrance’ bot. Accessible via Facebook Messenger, the bot recommends the best perfumes based on the qualities of the person receiving the gift.
Through an engaging and interactive experience, users are guided through a number of questions to ascertain the qualities and characteristics of the receiver. Users can choose to type in their answers or select from the options provided. Based upon the user’s answers, they are recommended relevant fragrances, which are presented as scrollable cards with links to purchase the fragrance from the brand site.
With Mother’s Day around the corner, the team was under significant pressure to launch the bot in time for users to find the perfect fragrance gift. With the help of EBM, L’Oréal was able to create and deploy the bot in under two weeks and make life significantly easier for Mother’s Day shoppers.
The bot has processed thousands of conversations since its launch in early March, with 75% of users reporting that the bot was ‘Very helpful’.
“Since the launch of the L’Oréal Luxe Fragrance Chatbot, we have received a very strong uptake of users engaging with the bot with many users submitting a positive user experience. All of this couldn’t have been a success without the help of EBM, they provided an exceptional service throughout the whole process and really understood our vision clearly when creating it. EBM exceeded my expectations when they managed to create and deploy the unthinkable in just under 2 weeks”
Sohail Khan Performance Manager | L’Oréal Luxe Division
