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Vichy’s virtual skin expert

Vichy is a world leader in cosmetic skincare, and part of L’Oréal Active Cosmetics Division (ACD). Available in more than 60 countries, the brand is sold in select stores, beauty stores and via their e-commerce websites. To bring this demo-cosmetic approach online, the brand decided to build Vicky, Vichy’s virtual skin expert in 2018, in partnership with

Vichy’s bot was created on Facebook Messenger, the world’s most popular messaging app. Consumers can access it via the Facebook Discovery Tab, or directly on Vichy’s website. The bot is present on each of the website’ pages as a Messenger web-chat plugin.

The skin expert experience

Vicky offers a clear value proposition: helping users find the perfect routine for their skin needs. First, consumers are asked to pick their main skin concern, whether it’s aging, dehydration, or acne. They are then guided through a complete skin diagnostic. Each answer from the user is memorized to allow the bot to find the best product recommendation. More importantly, this functionality allows Vichy to build rich profiles and to personalize future communications.

At each step of the experience, consumers are provided with dermatologic tips and explanations, images that represent different skin concerns and educational videos from dermo-experts. This multimedia content makes it easy for users to understand and describe their skin concerns with accuracy. It also provides a more interactive and smart experience than a simple form-based diagnostic. The conversational experience makes it easier for users to navigate the posed skincare questions, and, with every question, the bot gains credibility with the user.

Once users have answered the diagnostic questions, the bot analyzes the answers to find a personalized routine. Vicky references brand catalog data to share product feature, benefit, and review details with consumers; giving consumers the option to buy individual products or entire routines.

This service is currently available in French and English to the Canadian consumers. It will soon be available in others countries. Users will also soon be able to use Vicky’s expertise to buy sun care, body care, and hair care products from Vichy. 

Want to develop a chatbot for your skincare brand?

If you’re interested in learning more about the type of experience and results that you could get for your skincare brand, you can download Vichy’s case study or contact us directly via our Get a bot page!

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