Consumer expectations have changed. Buyers want fast, personalized service tailored to their preferences and budget. To stay relevant, brands must constantly find new ways to connect with customers.
In the fast-paced cosmetic industry, one beauty giant has led the way in digital transformation. For decades, L’Oreal has prioritized the use of new technology to improve consumer experience. Their innovation continued even during the COVID-19 pandemic.
When salons were closed and customers had no access to in-person hair services, L’Oreal had to find new ways to engage with customers and counteract lessening sales. L’Oreal pivoted quickly with the help of Salesforce and SightCall to create virtual beauty consultations that allow customers to meet one-on-one with a cosmetic consultant and collaborate on a personalized beauty experience.
How does it work? From within Salesforce Service Cloud, a beauty expert can initiate a SightCall video session. Meeting one-on-one lets experts walk customers through products and guide them in selecting and experimenting with hair color using L’Oreal’s AI-powered Virtual Try-On feature.
During the session, any shared information is saved to the Salesforce case file, giving L’Oreal the ability to offer future product recommendations tailored to the customer’s preferences. That context helps increase repeat business.
