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Creating an omnichannel experience for our customers is an initiative that everyone at Lancôme feels strongly about, and we were extremely happy to work with Jumper.ai on creating the end-to-end commerce solution. Their team took the time to understand our brand and goals, and then quickly built a wonderful experience for Messenger as well as onboarded our Beauty Advisors.

Eda Lim

Chief Digital Officer, L'Oreal Luxe Malaysia

Results achieved by Lancôme's store presence on Messenger

25%

of conversations converted to a purchase

750

transactions were processed during the last week of Ramadan

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About Lancôme

Lancôme, founded in 1935, and headquartered in Paris, France, is now a subsidiary of L'Oréal and sells luxury perfumes and cosmetics internationally. Lancôme is well known for the quality of its products as well as its excellent customer service.

The Lancôme experience on Messenger

Lancôme, with its agency, Wavemaker, launched a two-for-one Ramadan campaign on Facebook and Instagram, which ran for about two weeks. Customers were directed to use a hashtag in the comments of their campaign posts to begin a one-to-one conversation with the brand on Messenger.

Integrated to this, they introduced an automated Messenger experience to chat with customers, answer questions, recommend products, and provide opportunities for frictionless shopping transactions. Customers who shopped via Messenger received an additional product as part of the promotions.

Lancôme worked with Facebook Marketing Partner, Jumper.ai, to create this end-to-end conversational commerce solution for Messenger. More than a digital assistant, the solution included opportunities for Lancôme's beauty advisors to assist with customer service by following up with customers after they had interacted via Messenger. Jumper.ai not only built the solution but also trained and onboarded Lancôme's beauty advisors.

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The opportunity Lancôme saw in Ramadan 2020

It was the COVID-19 times and the shopping period of Ramadan. Malaysians were spending more time on smartphones and social media. Lancôme thought of reaching its Malaysian customers online to open up opportunities for conversational commerce. They wanted to offer a unique personalized experience to Malaysians over Messenger that would be user-friendly, efficient, and cost-effective. Their goal was to improve customer service and enable higher eCommerce sales.

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