Case Study: Vichy achieves increased e‑commerce conversions with Salesfloor’s virtual skin expert

Boosting Vichy’s e-commerce conversions with a virtual skin expert

Vichy, part of L’Oréal’s Active Cosmetics Division and a global leader in dermo‑cosmetics, wanted to translate its in‑store dermatological expertise into stronger online performance. The brand’s brief was to accelerate e‑commerce growth, create personalized consumer experiences, boost engagement with branded content, and capture purchase drivers to build long‑term customer relationships.

Automat built “Vicky,” a multilingual virtual skin expert available via Facebook Messenger and a website chat plugin that guides users through a multimedia diagnostic, stores responses in Vichy’s CRM, and recommends personalized routines with product links and follow‑up campaigns. The bot drove strong business results: 87% of diagnostic users reached personalized recommendations, session duration was 4x the web average, items added to cart rose 74%, average revenue per diagnostic taker increased 35%, email opt‑ins were 10x higher (59% opt‑in rate), and 86% of users reported a positive experience; the solution is now being deployed across many markets.

Vichy