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Facts about Hermosa

Challenge

The challenge for Hermosa laid in the user experience of the website. Therefore, we decided to move to VERLOOP as the new ecommerce platform and redesign the website to meet the demands of an active online user. There was also a need for a new agile content marketing strategy to create a future-proof online shopping experience.

Solution

Designing an Engaging Chatbot:

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Partnering with Insight’s Digital Innovation team, Hermosa set out to develop a robust chatbot that would increase engagement among millennials and enhance the user experience for all customers which will also attract the new generation and improve customer engagement.

 

We, a haircare enterprise Hermosa transformed its customer experience and attracted a new generation of customers by leveraging the power of Artificial Intelligence (AI) to create a multichannel chatbot.

 

With the chatbot, customers gain the convenience of anytime, anywhere access and quick answers to questions. On average, it takes a human customer service representative 15 to 20 minutes to answer an inquiry. The chatbot can do it in seconds.

Analytics That Matter

A dashboard that will give detailed insights, so you can always know what's happening.

Artificial Intelligence Enhances Customer Experience

Approach

Meeting the expectations of a new kind of customer:

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Insight’s Digital Innovation team helped Hermosa launch a multichannel conversational agent, or chatbot, with rich capabilities where users can ask questions and the chatbot is able to provide responses in the forms of articles and short videos.

 

Every time the bot responds to something, it gets logged in a database. Then, a human reviews the exchange and tells the bot what it should have said. The bot remembers that and variations of it so the next time somebody asks the same or a similar question, the bot provides a better answer.

 

Although the bot framework for its flexibility and control would be embraced by technologists, the conversational agent itself really represents a medium from which the company can support a wide range of top- and bottom-line strategies.

 

As these strategies evolve, the conversational agent platform will enable business owners to pivot, adapt and innovate quickly while maintaining the continuity of the user experience across all the channels served and added over time.

Result

  • By providing seamless access to easily digestible information, Hermosa has experienced a 42% increase in online engagement and more customer conversations.

  • This real-time experience has connected audiences with our organization in a more meaningful and personalized way.

Due to the guided selling approach and the resulting purchase-confidence, Hermosa now reaches a much younger target audience via the interactive website and effective distribution.

Within the first 6 months of implementation of chatbot:

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