The world’s largest CPG company boosts sales with customer automation
With Pypestream, personal care brands like Gillette, Oral B, and Braun have increased customer engagement and online DTC sales through personal care automation.
Customers with personalized suggestions buy more
For example, Gillette has created a fully transactional digital assistant named GIL, to handle everything from order management to product recommendations, subscriptions, promotions and FAQs. Gillette has made it much easier for its customers and those considering switching to Gillette to have meaningful and valuable interactions directly.
%
increase in Gillette subscriptions from product recommendations
more Braun purchases through using Pypestream over existing channels
%
increase in Oral-B purchases after viewing product recommendations
The path to becoming a fully automated personal care brand
Step 1
Identify pain points and personas of personal care customers
Pypestream first sought to understand where each brand’s customers struggled within the shopping cycle using empathy mapping.
From this information, we built a customer persona and began the process of planning out the most efficient and effective solution for personal care automation.
Step 2
Prioritize use cases that would deliver the best ROI
First, Pypestream built a recommendation engine and retail locator to guide customers through complex product lines and find nearby stores. Next, a use case was added for managing accountst and subscriptions.
With its Personal Care Automation Layer, Pypestream then quickly connected several third-party integrations like BigCommerce, PriceSpider, BazaareVoice, and OrderGroove.
Finally, ContactCenterPro was integrated for seamless agent escalation to Salesforce.
Personal care use cases in action
Find a retailer
near you
Recommendation engine,
find products
Subscription and
account management
Step 3
Add advanced AI
to the mix
Working with the brand’s customer experience rep, we built an extensive list of common questions customers ask, known as an intent library
Then we integrated Dovetail AI, Pypestream’s human-understanding engine powering Natural Language Understanding (NLU) to understand every customer’s tone and sentiment in chat.
Step 4
Optimize automation
with analytics
Post-launch, Pypestream tracked their performance through advanced analytics using traversal heat map analysis, topic modeling, and metadata dashboards.
With this information, we were able to make improvements, expand upon the existing use cases, and optimize the solution for better results.
Step 5
Watch engagement and sales go up
Within just weeks of going live, each brand started to see results. While Gillette had a 15% increase in razor subscriptions, Oral B and Braun enjoyed a boost in product sales through recommendations.
And as we optimized the customer buying journey, completion and purchase rates shot up, and abandonment rates went down.
Step 6
Expand internationally and adapt to customers
With all of these brands, we’ve deployed the Pypestream solution across North America and Europe’s regions and languages.
Pypestream continues to build innovative use cases that match each brand’s personal care customers’ demands, and our experienced experts are persistently improving every solution.
Book a demo today!
Let us show you how we can transform your business into a fully automated digital brand in as little as 6 weeks.