MESSENGER API &

MESSENGER API FOR INSTAGRAM

Clarins Malaysia

Creating flawless, personalized full-service customer experiences

Start Building

Brand

Partner

SUCCESS STORY

Clarins Malaysia develops a full-service customer experience platform enabling shoppers to make purchases and consult with beauty coaches without leaving Messenger or Instagram. The result is a winning strategy that builds momentum during the year end shopping season, and can drive more engagement and orders moving forward.

70%

of orders came from Messenger and Instagram during a two week campaign

98%

of all orders were a result of virtual consultations with beauty coaches

60%

increase in gross merchandise value with the campaign

2X

more online traffic compared to in-store traffic in under two weeks

THEIR STORY

Personalizing skin care, one interaction at a time

Founded in 1954, Clarins is a French multinational company expert in skin care and the number one prestige brand in Europe. The company, guided by its founder’s instincts for beauty, respect for women, and immense love of nature, manufactures and sells plant-powered skin care, makeup, and beauty products. Clarins Malaysia brings high-quality, luxurious plant-based skin care and beauty products to shoppers across Malaysia.

THEIR GOAL

A wrinkle-free approach to shopping

Clarins Malaysia worked to replicate the experience of having one-on-one consultations by leveraging relationships with beauty coaches and online influencers to build momentum for its year-end shopping season. Through livestreams via Live and Messenger, Clarins Malaysia also enabled shoppers to make smoother purchases on social platforms.

THEIR SOLUTION

Bringing a personal touch to online beauty

Clarins Malaysia has built a reputation as a beauty brand that listens to women and makes people feel their best through personal attention. As one of the leading brands in Malaysia, Clarins continued the tradition of one-on-one connections between beauty coaches advising customers who come into stores. Even as ecommerce became increasingly popular among beauty brands, customers contacting the Clarins Malaysia Messenger and Instagram accounts still wanted personal guidance on what types of skincare products to use based on their skin types and concerns.

Though the Clarins Malaysia team responded to all messages and directed customers to the website, shoppers could drop off moving between social media to the Clarins website. When pandemic-related lockdowns impacted storefronts across the country, Clarins needed to bring online the rich services experiences that customers were used to in stores. As more consumers spent more time on Facebook and Instagram, the Clarins Malaysia team engaged Jumper.ai, Vonage’s Conversational Commerce solution, for a conversational chat tool to enable people to connect with brands through their preferred messaging apps.

"In our partnership with Clarins, we crafted a unique experience that transforms the personal relationships shoppers have with beauty coaches into an end-to-end conversational commerce experience making the customer feel valued and heard. This in turn helped to drive additional revenue for Clarins,” says Prayas Chutani, Director of Strategic Sales at Vonage.

Now, through Vonage’s Jumper.ai, customers can connect and shop with Clarins Malaysia via Messenger and Instagram Direct. Sending DMs or commenting #SHOPCLARINS on Facebook or Instagram posts and Livestreams triggers an automated chatbot on Messenger or Instagram Direct that can answer questions live, let them browse Clarins’ product catalog, and purchase products directly.

Shoppers can also request help from a beauty coach by sharing photos and videos through Messenger API for one-on-one consultations. Coaches can even assist customers who might be new to shopping online in filling their carts with recommended products. Integrations with all credit and debit card payments, e-wallets and online banking payment systems enable a complete, self-service experience without leaving Messenger or Instagram.

“The seamless online shopping experience of Messenger API for Instagram Direct put a fresh face on our business. During the two-week Holiday Pop-Up campaign, we had over two times more traffic online than in stores,” says Daniel Lim, Marketing Director at Clarins Malaysia. “When our customers engaged with the beauty coaches they trust from the convenience of home, we saw 70% of orders come from Messenger and Instagram throughout the Holiday Pop-Up campaign powered by Vonage’s Jumper.ai solution. The campaign yielded a 60% increase in gross merchandise value compared to the previous month’s average.”

Through polling, the team got valuable insights into customer data that the team leveraged to curate live shopping experiences tailored to what customers want.

“The unique Holiday Pop-Up campaign structure we crafted through our livestreams and Messenger API for Instagram Direct drove a fivefold increase in chats in one month and 98% of the Holiday Pop-Up campaign orders are closed via virtual consultations with beauty coaches,” says Lim. “The user-friendly Messenger API for Instagram Direct enables our beauty coaches to close sales.”

Just as a shopper wants an eyeshadow that can go from workday to evening, the Clarins Malaysia team plans to keep experimenting with the versatility of Messenger API for Instagram Direct. They’re investigating more combined live campaigns and promotions, as well as deepening video consultation capabilities. With Messenger API for Instagram Direct, Clarins Malaysia has given its ecommerce a bolder new look.

THEIR SUCCESS

A fresh face for ecommerce

Through a campaign that combined beauty coaches and creators demonstrating new products on Facebook Live and Instagram Live with streamlined full-service customer experiences in Messenger API for Instagram Direct, Clarins Malaysia increased traffic and orders.

  • 70% of orders came from Messenger and Instagram during two-week campaign
  • 98% of all orders were a result of virtual consultations with beauty coaches
  • 60% increase in gross merchandise value with the campaign
  • 5x increase in chat volumes in one month
  • 2x more online traffic compared to in-store traffic in under two weeks
*Results are self-reported and not identically repeatable. Generally expected individual results will differ.

When our customers engaged with the beauty coaches they trust from the convenience of home, we saw 70% of orders come from Messenger and Instagram throughout the Holiday Pop-Up campaign powered by Vonage’s Jumper.ai solution. The campaign yielded a 60% increase in gross merchandise value compared to the previous month’s average.

Daniel Lim

Marketing Director

Products used

Messenger

These are the building blocks of your Messenger experience. Whether you’re looking to generate leads, drive sales, or provide customer service, we have the solutions you need.

Learn More

Messenger API for Instagram

Integrating with existing tools and data, the Messenger API for Instagram makes managing high volumes of customer messages easier--helping to turn conversations into business outcomes.

Learn more