How does Beauté Privée consolidate its position as a leader in customer experience?
Since its creation in 2007, Beauté Privée has established itself as an essential platform for over 10 million beauty enthusiasts. It offers a vast range of over 2,000 cosmetics brands, including fragrances, skin care, make-up and hair products. In addition, Beauté Privée offers over 500 exclusive beauty destinations across France. Following its acquisition by Showroomprivé in 2017, the company continues its rapid growth, focusing on customer relationship management to ensure an exceptional user experience.
But how has the company managed to stand out in a market as competitive as online beauty? What innovative strategies have enabled the company to win the loyalty of millions of customers and continue to grow year after year? In this article, we delve deep into the history of Beauté Privée, exploring the challenges it has overcome and the solutions it has put in place to deliver an outstanding customer experience. Find out how this brand has revolutionized beauty e-commerce in France, and what this means for the future of the sector.
Customer satisfaction is a priority for the brand
To meet the needs of a demanding clientele, Beauté Privée wanted to provide its customers with a personalized customer experience. The brand wanted a tool that could handle incoming requests efficiently.
So naturally, Beauté Privée turned to Botmind. The virtual agent allows automation of answers to frequent and time-consuming questions while maintaining excellent control of customer satisfaction.
After benchmarking the different solutions available on the market, the brand realized Botmind was the most suitable solution for customer support—a solution that is easy to implement, proves its worth, and keeps an ROI approach.
A close follow-up
Beauté Privée was looking for a way to lighten the workload of its customer support team members to enable them to focus on high value-added questions and questions requiring actual human intervention. The initial integration of the widget was easy and took less than two weeks. The company's teams were supported throughout the widget integration process. Botmind's customer support team is still in regular contact with the company's support and customer relations teams.
No more back-and-forth questions from customers!
Before Botmind, when a customer had a question, he could contact the customer support on the website directly by emailing or sending a contact form asynchronously. The customer would send his request, often incomplete, to a generic email address. Several round-trips were often necessary for the customer service to get all the information to process the customer's request. Today, thanks to Botmind, when a customer makes a complex request that the virtual agent cannot answer, it will ask for additional information such as the customer ID or the order number, in order to send a pre-completed ticket to the customer support, which will then be able to process the request at a go. This process saves a lot of time for the customer support teams, which do not need to multiply the exchanges, and for the customer, who sees his request handled efficiently and quickly.
A knowledgeable virtual agent is worth two
Botmind connects to the Beauté Privée platform's back-office tools to respond to a maximum number of customer requests. The virtual agent can thus access advanced information about customers and their orders (order status, delays, etc.) and inform the customer directly about their order. It can also give detailed answers about a refund that a customer has received in their bank account following the return of a package. The virtual agent can thus handle more complex requests that require access to specific information, which makes it even more autonomous.
A secure solution is available 24 hours a day
The Botmind virtual agent has automated over 130,000 conversations in eight months. Customer and logistics manager Sophie Barsac and her team configured the paths that allow the virtual agent to answer some questions just as a human agent would. This configuration allows the virtual agent to be independent and available at all times, even for the most nocturnal customers. Over 20% of the automated conversations occur at night between 9 pm and 6 am.
The configuration also allows securing the conversations because each answer from the virtual agent is preconfigured by customer support. The agent, therefore, can answer questions without relying on customer support teams and without causing the consumer any unpleasant surprises.
Accompanying customers through the buying process
Beauté Privée intends to accompany and guide its customers through the purchasing process. The company has taken advantage of all the features of the virtual agent, especially the triggers (small notification bubbles that appear at the bottom of the screen). They invite customers to chat with the virtual agent and multiply the interactions to ensure that customers receive prompt responses to their requests.
The company has set up triggers on specific pages (contact, payment, and order pages) to guide its visitors. Visitors are guided around the site and can receive responses to unasked questions.
The triggers guide the customers through the site and swiftly report any "bugs" and anomalies that may appear on the site. A bug category titled "I'm stuck on this page" allows customers to notify customer support of a potential problem on the payment page, a critical step in the purchase process. When several people report a problem on the payment page, the bug will notify the support teams, who will solve the problem swiftly.
An autonomous virtual agent that proves itself
The Botmind virtual agent gives rapid results immediately after the integration. Since the beginning of the year, the Botmind virtual agent has fully automated over 80% of the conversations with no reinforcement from the support team. The virtual agent is autonomous and reduces the number of tickets to be processed by customer support, allowing teams to focus on more complex and high value-added issues.
Customer satisfaction is Beauté Privée's priority. The company has set up a dedicated course to ensure continuous customer service improvement. After each request from the virtual agent, the customer is invited to give their opinion so that the process can be improved. The virtual agent also allows the collection of feedback on general customer dissatisfaction. For example, when a customer wants to cancel an order, the agent will ask the customer for their reasons and give feedback to the customer support teams.
An indispensable tool at the end of each year
Online retailers often fear the end-of-year period, synonymous with an avalanche of customer support requests. That's where Botmind's conversational agent comes in. It efficiently filters requests and automates the processing of frequent, time-consuming questions. This automation enables customer service to focus on more complex requests, ensuring customer satisfaction.
Thanks to the successful integration of Botmind, Beauté Privée has reinforced its commitment to an exceptional customer experience. The conversational agent has made it possible to efficiently automate common queries, freeing up staff for more sophisticated tasks. This approach is in line with the philosophy of former director Xavier Chauvin, who advocated constant innovation: “In our industry, if we repeat the same actions year after year, we've missed something.”
This initiative has resulted in improved customer satisfaction, optimized request management during peak periods, and a more personalized and secure user experience. By adopting Botmind, Beauté Privée has not only improved its operational efficiency, but also laid the foundations for sustainable growth in an ever-changing market.
🎂 Founded in 2007
👥 More than 10 million beauty enthusiasts
🛍️ More than 2,000 cosmetics brands
🏙️ More than 500 exclusive beauty destinations in France
💼 Acquired by Showroomprivé in 2017
🤖 Botmind integration in less than two weeks
💬 More than 130,000 automated conversations in 8 months
🌙 20% of conversations automated between 9pm and 6am
🎯 Over 80% of conversations fully automated since the beginning of the year
Beauté Privée's story is a perfect illustration of how technological innovation can transform the customer experience and drive business growth. If you too want to revolutionize your customer service with artificial intelligence and propel your business to new heights, it's time to consider a solution like Botmind!