Sephora is a French multinational brand of personal care and beauty products. Featuring nearly 3.000 brands, along with its own private label. The company founded in 1970 is today known as one of the biggest retailers in this industry
Sephora has been a pioneer in the beauty industry, and their customers are highly engaged and vocal about their love for the brand. This makes Sephora's social channels an essential part of their business— but it also means that they needed to provide a dedicated interaction channel at the point of sale to leverage their community effectively.
With the goal of building its community and strengthening engagement, Sephora knew it had to provide an authentic and innovative customer experience that would allow them to share advice and recommendations in a trustworthy way.They were committed to finding a partner that would enable them to easily encourage customer conversation on site, strengthen customer trust to accelerate brand growth.
Sephora France integrated Squadded social shopping and immediately built trust by generating live customer conversation in the community.By encouraging users to share their recommendations, wishlists, favorite looks, and asking other shoppers for advice, they were able to boost discovery of new products, making Squadded an inspiration tool.With Squadded gamification tools, they were able to spark conversations on dedicated topics, collect user-generated content and identify brand ambassadors in their community.
Sephora's decision to create its own social channel on its website confirmed the company's commitment to their community. The new platform allows existing and potential customers to interact with each other in addition to Sephora directly, increasing both loyalty and brand recognition for the beauty store.
The results speak for themselves, Squadded has proven to be an effective way to engage with customers throughout their buying journey.By implementing Squadded to their website, Sephora saw a rise of 41% in their conversion rate. Customers who engaged with Squadded spent 4,9x more time on the site than users who did not engage with the product and this unique experience brought customers back to Sephora to make purchases!
Analytics show that 3,9x more users return to Sephora after engaging with Squadded. These customers are more likely to make repeat purchases and recommend the brand to friends and family to generate even more conversation, generating a network effect around their e-commerce website!