L’Oréal is leveraging Sprinklr, a customer experience management (CXM) platform, to provide customers with personalized answers about any product on any social media or messaging channel across 36 brands.
With the growth of e-commerce and social media reshaping the beauty business, the L'Oreal is continuing to partner with Sprinklr to become a 100% responsive company.
Sprinklr's social marketing model is called Listen-to-Engage, which uses Sprinklr's Modern Care along with Sprinklr’s AI to:
- monitor brand reputation and detect interesting trends
- pull insights from customer inquiries and comments on numerous social media platforms
- capture, route and resolve every engageable customer message across markets and brands
“At L’Oréal, we are committed to providing the best consumer experience and have set ourselves the ambitious goal to become a 100% responsive company," said Céline Dumais, global chief consumer care & experience officer of L'Oréal. "Sprinklr is a great partner in our journey to enhance customer care in an age where instant direct conversations with brands became key for our consumers."
Luca Lazzaron, chief revenue officer, Sprinklr said, “Today, delivering the most powerful retail experiences starts with meeting customers on the channel of their choice. As the world’s leading beauty company, L’Oréal is known for trying to share the best of beauty with all. With Sprinklr, L’Oréal can now easily listen to these consumers, learn from them and engage with them wherever they are.”