5 ways Sephora creates a seamless customer experience

Shopping for makeup and skincare products is a highly personal experience. With a belief that “beauty is yours to define and ours to celebrate,” Sephora provides customers a host of personalized tools. 

It all starts with what the customer wants. Experiences are more powerful when they seamlessly cross channels. 

Virtual try-on

Sephora’s Virtual Artist allows customers to virtually try on products from multiple categories, all from their mobile device. The tool, which also is available on product pages online, can detect facial features and determine how to apply products. 

Connecting with the community

The Beauty Insider Community, launched last year, is a digital platform where beauty lovers can connect with each other, find inspiration, ask questions and get recommendations in an unsponsored, real-time, real-talk social setting. The live chat feature allows customers browsing product pages to connect with other consumers. 

Connecting digital profile to the store

Sephora’s mobile app transforms into the Store Companion tool, coming to life as users approach a store and providing information like product recommendations, items users have previously browsed and their beauty profile.

Connecting store experience to digital

Digital Skincare and Makeover Guides allow store associates to capture products used or recommended during a service and send them to clients for future reference, along with videos and before-and-after pictures.

Voice-powered advice

The newest tool, Sephora Skincare Advisor on Google Home, is the company’s first voice experience and just launched a few weeks ago. Customers can book appointments at Sephora stores, listen to podcasts on beauty news and take beauty quizzes through the app.

Source: nrf.com