Text-Based Chat Best Practices: Sephora’s Customer Service Features

Retailers and brands must deliver experiences that are efficient, effective, and effortless for the customer. This piece is part of a series showcasing best-in-class examples of conversational interfaces; it focuses on Sephora’s customer service features. According to the Forrester Analytics Consumer Technographics® US Retail Recontact Survey, 2020, 42% of US online adults said it was important for retailers to offer live online chat on their website, up from 27% in 2019. When customers ask for help choosing a product, Sephora’s agents take the opportunity to recommend the company’s private-label brand. This interaction is a good example of how to use chat for both customer service and marketing purposes. To learn more about the evolving presence of chat in retail, listen to our webinar on The State Of Chat In Retail: The Current And Future States. If you have questions, schedule an inquiry with us for more information.