{"id":165644,"date":"2025-10-01T20:34:41","date_gmt":"2025-10-01T20:34:41","guid":{"rendered":"https:\/\/sinch.com\/?post_type=engage_cust_stories&#038;p=165644"},"modified":"2025-10-01T20:34:43","modified_gmt":"2025-10-01T20:34:43","slug":"oz-hair-and-beauty","status":"publish","type":"engage_cust_stories","link":"https:\/\/sinch.com\/es\/engage\/customer-stories\/oz-hair-and-beauty\/","title":{"rendered":"C\u00f3mo Oz Hair and Beauty consigui\u00f3 multiplicar su ROI por 38 con SMS personalizados."},"content":{"rendered":"\n<p>Oz Hair and Beauty no solo vende productos de primera calidad. Es un lugar donde los clientes pueden obtener recomendaciones personalizadas para todo, desde el mejor champ\u00fa para cabello seco hasta la rutina de cuidado de la piel adecuada para la piel propensa al acn\u00e9.  <\/p>\n\n<p>\u00abQueremos mantener conversaciones con nuestros clientes sobre su pelo y su piel, para poder guiarles hacia los productos adecuados\u00bb, dijo Chris Haddad, CRM y m\u00e1nager de comercio electr\u00f3nico de Oz Hair and Beauty.  <\/p>\n\n<p>Pero cuando el minorista triplic\u00f3 su tama\u00f1o en los \u00faltimos a\u00f1os, mantener las relaciones con los clientes en la tienda y en internet se convirti\u00f3 en un reto. Esta vez Chris y su equipo necesitaban algunas recomendaciones personalizadas propias.<\/p>\n\t<div class=\"custom-video\">\r\n\t\t\t\t\t                    <div class=\"iframe-responsive-container lazy-video rounded-lg overflow-hidden \">\r\n                <a href=\"https:\/\/vimeo.com\/1056027749\" class=\"lazy-video-link\" data-lazy-video=\"1056027749\" target=\"_blank\" rel=\"nofollow\" role=\"button\" data-source=\"vimeo\" data-language=\"es\" data-thumb=\"https:\/\/i.vimeocdn.com\/video\/1981718613-757de817a6008a540615491fb0f0b835057105824b3ac8798de4ce2419c2546e-d_1280?region=us\" title=\"V\u00eddeos de Sinch\">\r\n                    <div class=\"btn btn-light btn-light-social btn-play btn-play-circle\">\r\n                                                    <svg aria-hidden=\"true\" data-url=\"https:\/\/sinch.com\/wp-content\/plugins\/sinch-core\/assets\/icons\/sinch\/play.svg\"><\/svg>\r\n                                            <\/div>\r\n                    <img decoding=\"async\"  src=\"https:\/\/i.vimeocdn.com\/video\/1981718613-757de817a6008a540615491fb0f0b835057105824b3ac8798de4ce2419c2546e-d_1280?region=us\" alt=\"How Oz Hair and Beauty achieved a 38x ROI with personalized SMS\">\r\n                <\/a>\r\n            <\/div>\r\n                        <script type=\"application\/ld+json\">\r\n            {\n    \"@context\": \"http:\/\/schema.org\",\n    \"@type\": \"VideoObject\",\n    \"@id\": \"https:\/\/vimeo.com\/1056027749#VideoObject\",\n    \"thumbnailUrl\": \"https:\/\/i.vimeocdn.com\/video\/1981718613-757de817a6008a540615491fb0f0b835057105824b3ac8798de4ce2419c2546e-d_1280?region=us\",\n    \"embedUrl\": \"https:\/\/player.vimeo.com\/video\/1056027749\",\n    \"contentUrl\": \"https:\/\/vimeo.com\/1056027749\",\n    \"name\": \"How Oz Hair and Beauty achieved a 38x ROI with personalized SMS\",\n    \"description\": \"Discover how Australia's premium beauty retailer uses personalized SMS campaigns and two-way messaging to increase sales.\",\n    \"uploadDate\": \"2025-02-12T10:35:18+00:00\",\n    \"duration\": \"P0DT0H3M11S\"\n}        <\/script>\r\n        \t\t\r\n\t\t\t<\/div>\r\n\r\n\t\r\n\n<h2 class=\"wp-block-heading\">Probar una nueva forma de conectar con los clientes<\/h2>\n\n<p>Chris se puso en contacto con Sinch para conocer formas rentables de llegar a los clientes. Juntos llegaron al marketing por SMS.  <\/p>\n\n<p>Para probar la idea Chris envi\u00f3 una campa\u00f1a sencilla con una oferta de una gran marca. La respuesta fue inmediata y abrumadora. El almac\u00e9n experiment\u00f3 un aumento de los pedidos y los canales de atenci\u00f3n al cliente se llenaron de consultas.  <\/p>\n\n<p>\u00abFue entonces cuando supimos que ten\u00edamos que ser m\u00e1s estrat\u00e9gicos con los SMS. Nos hab\u00edamos divertido, hab\u00edamos enviado un bombazo y hab\u00edamos obtenido un gran resultado, pero quer\u00edamos ampliarlo\u00bb, dijo Chris.  <\/p>\n\n<h2 class=\"wp-block-heading\">Crear experiencias personalizadas y conversacionales con SMS<\/h2>\n\n<p>Ahora Oz Hair and Beauty utiliza los SMS para aumentar las interacciones con los clientes y las ventas mediante:  <\/p>\n\n<h3 class=\"wp-block-heading\">1. Campa\u00f1as de promoci\u00f3n espec\u00edficas<\/h3>\n\n<p>Para los grandes eventos de rebajas, como el Black Friday y el Cyber Monday, Chris segmenta los contactos en funci\u00f3n de compras anteriores, intereses y su comportamiento. Para conseguir a\u00fan m\u00e1s interacciones personaliza los mensajes con campos personalizados como el nombre del cliente, su ubicaci\u00f3n y sus preferencias de producto.  <\/p>\n\n<p>\u00abCon la ayuda de Sinch, hemos descubierto lo que funciona\u00bb, dijo Chris. \u00abSabemos que podemos enviar un SMS de 160 caracteres en cuesti\u00f3n de minutos y la gente responder\u00e1 a \u00e9l\u00bb.  <\/p>\n\n<p>El enfoque orientado y conversacional de Oz Hair and Beauty ha dado unos resultados impresionantes. Por ejemplo, su campa\u00f1a de Black Friday\/Cyber Monday de 2022 gener\u00f3:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>12\u00a0% de tasa de clics<\/li>\n\n\n\n<li>15\u00a0% de tasa de respuesta<\/li>\n\n\n\n<li>100\u00a0% de tasa de entrega  <\/li>\n<\/ul>\n\n<p>Desde entonces, todas las campa\u00f1as promocionales por SMS han alcanzado una tasa de clics de 10,32\u00a0% o superior.  <\/p>\n\n<p>\u00abUtilizando el SMS como herramienta de conversaci\u00f3n e interacci\u00f3n podemos a\u00f1adir m\u00e1s valor para nuestros clientes\u00bb, dijo Chris. \u00abY Sinch es la plataforma m\u00e1s f\u00e1cil de usar para mantener esas conversaciones\u00bb.  <\/p>\n\n<h3 class=\"wp-block-heading\">2. Mensajes de carrito abandonado<\/h3>\n\n<p>Tambi\u00e9n integraron los servicios de SMS de Sinch con Shopify para disparar mensajes basados en el comportamiento de los clientes. Por ejemplo, si un cliente abandona art\u00edculos de su cesta, recibir\u00e1 un mensaje de texto invit\u00e1ndole a completar su compra.  <\/p>\n\n<p>\u00abHemos visto una tasa de conversi\u00f3n del 13\u00a0%, lo cual es asombroso\u00bb, dijo Annaliese Evans, especialista en CRM y fidelizaci\u00f3n de Oz.  <\/p>\n\n<p>Y lo que es mejor, han generado un ROI de hasta 38 veces en sus mensajes sobre carritos abandonados.  <\/p>\n\n<h3 class=\"wp-block-heading\">3. Mensajer\u00eda bidireccional<\/h3>\n\n<p>Los clientes pueden enviar preguntas sobre productos por SMS a la l\u00ednea directa de Oz y recibir recomendaciones personalizadas de expertos en belleza.  <\/p>\n\n<p>Los expertos en belleza pueden dar consejos al tiempo que comparten promociones relevantes para fomentar las ventas.  <\/p>\n\n<p>\u00abSabemos lo que quieren nuestros clientes y con Sinch podemos enviarles ofertas de los productos que les gustan utilizando el canal que sabemos que prefieren\u00bb, dijo Chris.  <\/p>\n\n<h2 class=\"wp-block-heading\">Desbloquear el \u00e9xito omnicanal<\/h2>\n\n<p>Bas\u00e1ndose en este \u00e9xito Oz Hair and Beauty ha puesto en marcha una estrategia omnicanal que conecta las experiencias en l\u00ednea y en la tienda.  <\/p>\n\n<p>Por ejemplo, si un cliente recibe un SMS promocional de un producto que no est\u00e1 en stock en su tienda local, el personal puede facilitarle inmediatamente un pedido online con env\u00edo directo.  <\/p>\n\n<p>Experiencias minoristas integradas como esta, impulsadas por las capacidades de SMS de Sinch, ayudar\u00e1n a Oz Hair and Beauty a mantenerse en contacto con los clientes a medida que crecen.  <\/p>\n\n<p><\/p>\n","protected":false},"featured_media":150519,"template":"","meta":{"_acf_changed":false},"customer_stories_industry":[606],"customer_stories_products":[647],"class_list":["post-165644","engage_cust_stories","type-engage_cust_stories","status-publish","has-post-thumbnail","hentry","customer_stories_industry-comercio-al-por-menor","customer_stories_products-engage"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.5 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>C\u00f3mo Oz Hair &amp; 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