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Case Study: American Eagle Outfitters gains new customers and drives sales with Facebook Messenger
A Facebook Case Study
Gaining new customers with Messenger
American Eagle Outfitters, a global specialty retailer of casualwear with over 1,000 stores and customers in 81 countries, wanted to engage customers where they already spend time and use new channels to attract shoppers, raise brand awareness and drive holiday sales.
The company launched two Messenger bots (built with Pandorabots), integrated its product catalog via API to enable in-chat browsing and shopping, and promoted the experience with Messenger video ads, social and email. The holiday campaign generated 4 million messages, a 25% click-through rate to the website and 75% of Aerie bot users were new to the brand, and AE continues to expand bot features like “My Favorites” and AI-driven image matching.
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American Eagle Outfitters
Heather Bell
Head of Technology Innovation