Case Study: Clarins boosts customer engagement and conversion with Narvar Track

Clarins Glows and Grows with Narvar Track

Clarins, the beauty brand expanding its global ecommerce and D2C business, needed to reduce costly “where is my order?” (WISMO) inquiries and improve the post-purchase experience for customers. By relying on carrier communications, Clarins had seen high customer care volumes and rising support costs, making Narvar Track an attractive solution for enhancing order visibility and customer engagement.

Narvar implemented Narvar Track to send SMS order-status notifications and create a branded post-purchase experience with product recommendations, skincare guidance, and other content. The results included a significant reduction in WISMO contacts, up to 30% customer marketing engagement, up to 3x higher conversion rates from engaged shoppers, and support for 10 languages to help drive Clarins’ international growth.

Clarins

Gustavo Gonzalez

Regional Ecommerce Manager