Case Study: L’Oréal builds personalized customer relationships and boosts digital sales with Salesfloor

Unlocking the power of personalization for L’Oréal

L’Oréal, the world’s largest cosmetics group, wanted to shift from a product‑centric to a customer‑centric strategy: connect with consumers as individuals, capture rich profile data and email opt‑ins, and increase digital sales. They needed a scalable, personalized channel to deliver tailored beauty advice across multiple brands and improve CRM-driven marketing.

In April 2017 L’Oréal partnered with Automat to launch Beauty Gifter, a Messenger chatbot that recommends products from 11 brands, integrates with CRM/inventory/payments, and was promoted via ads, influencers, Messenger Discover, scan codes and email. The conversational approach delivered strong results: 54% notification read rate (vs. 16% email), 26% response rate (vs. 2–4% email CTR), 11 steps per session and 9‑minute average sessions, 12% email opt‑ins, 31% rich profiles collected and an NPS of 82%, with large organic traffic uplifts when featured in Discover.

L’Oréal