Customer Story
How skincare brand Clarins increased engagement rates by 2.5x with RCS
Discover how Europe's leading skincare brand leverages Rich Communication Services (RCS) to create personalized, engaging customer experiences.
Customer Story
Challenge: Increase holiday customer engagement
Solution: Use RCS to create interactive messaging experiences
Results: Dramatically improved customer engagement
“With Sinch's support in developing targeted campaigns that deliver the right message to the right audience, this channel has led to substantial improvements in both engagement and revenue”
Héléna MICHEL
Omichannel CRM Manager, Clarins
With millions of loyal clients worldwide, Clarins has built its reputation on its prestige skincare products. The luxury brand delivers personalized digital experiences to meet customers’ unique skincare needs.
But today’s beauty market is fiercely competitive. Even well-established brands need to find innovative ways to connect with customers and drive conversions. As customer demand for personalized, interactive communication grows, Clarins saw an opportunity to get ahead of the curve with RCS.
When Clarins learned that Apple now supports RCS on iOS devices, they partnered with Sinch to test it for their holiday campaign.
Clarins sent two messages to promote their holiday gift sets. One group of customers received a Rich SMS message with a link to visit the mobile holiday page on Clarins’ site.
The second group received an RCS message rich card with:
Though both messages linked to the holiday gift sets, the interactive RCS message received a 79% read rate and a 22% click-through rate (CTR). That’s 2.5 times higher than the Rich SMS’ CTR and three times higher than the market average.
Encouraged by these results, Clarins ran a similar test for their “Les Journées Privilèges” sales event.
The RCS message generated a 76% read rate and 11% CTR — double the CTR of the Rich SMS message.
Even with this initial success, Clarins is refining its RCS strategy ahead of iOS 18’s RCS support. With Sinch, they’re positioning themselves to offer a unified, interactive experience across all devices.
“We are extremely pleased with these initial results,” said Héléna MICHEL, Omichannel CRM Manager at Clarins. “With Sinch’s support in developing targeted campaigns that deliver the right message to the right audience, this channel has led to substantial improvements in both engagement and revenue.”
