{"id":165641,"date":"2025-10-01T20:34:10","date_gmt":"2025-10-01T20:34:10","guid":{"rendered":"https:\/\/sinch.com\/?post_type=engage_cust_stories&#038;p=165641"},"modified":"2025-10-01T20:34:13","modified_gmt":"2025-10-01T20:34:13","slug":"oz-hair-and-beauty","status":"publish","type":"engage_cust_stories","link":"https:\/\/sinch.com\/fr\/engage\/customer-stories\/oz-hair-and-beauty\/","title":{"rendered":"Comment Oz Hair and Beauty a multipli\u00e9 son retour sur investissement par 38 gr\u00e2ce aux SMS personnalis\u00e9s"},"content":{"rendered":"\n<p>Oz Hair and Beauty ne se contente pas de vendre des produits haut de gamme. C&rsquo;est un endroit o\u00f9 les clients peuvent obtenir des recommandations personnalis\u00e9es pour tout, du meilleur shampooing pour cheveux secs \u00e0 la bonne routine de soins pour les peaux sujettes \u00e0 l&rsquo;acn\u00e9.  <\/p>\n\n<p>\u00ab\u00a0Nous voulons avoir des conversations avec nos clients \u00e0 propos de leurs cheveux et leur peau, afin de pouvoir les guider vers les bons produits\u00a0\u00bb, d\u00e9clare Chris\u00a0Haddad, responsable CRM et e-commerce chez Oz Hair and Beauty.  <\/p>\n\n<p>Mais le d\u00e9taillant a tripl\u00e9 de taille au cours des derni\u00e8res ann\u00e9es, et maintenir des relations avec les clients en magasin et en ligne est devenu un d\u00e9fi. Cette fois, c&rsquo;est Chris Haddad et son \u00e9quipe qui avaient besoin de recommandations personnalis\u00e9es.<\/p>\n\r\n\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=\"fr\" data-thumb=\"https:\/\/i.vimeocdn.com\/video\/1981718613-757de817a6008a540615491fb0f0b835057105824b3ac8798de4ce2419c2546e-d_1280?region=us\" title=\"Sinch Video\">\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\r\n            \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        \r\n\t\r\n\n<h2 class=\"wp-block-heading\">Tester une nouvelle fa\u00e7on de communiquer avec les clients<\/h2>\n\n<p>Chris Haddad a contact\u00e9 Sinch pour en savoir plus sur les moyens rentables d&rsquo;atteindre les clients. Ensemble, ils ont opt\u00e9 pour le SMS marketing.  <\/p>\n\n<p>Pour tester l&rsquo;id\u00e9e, Chris Haddad a envoy\u00e9 une campagne simple avec une offre d&rsquo;une grande marque. La r\u00e9ponse a \u00e9t\u00e9 imm\u00e9diate et impressionnante. L&rsquo;entrep\u00f4t a enregistr\u00e9 une augmentation des commandes et les canaux de service client ont \u00e9t\u00e9 inond\u00e9s de demandes de renseignements.  <\/p>\n\n<p>\u00ab\u00a0C&rsquo;est \u00e0 ce moment-l\u00e0 que nous avons su que nous devions devenir plus strat\u00e9giques avec les SMS. Nous nous sommes amus\u00e9s, nous avons envoy\u00e9 notre campagne et nous avons obtenu un bon r\u00e9sultat, mais nous voulions aller plus loin\u00a0\u00bb, ajoute Chris Haddad.  <\/p>\n\n<h2 class=\"wp-block-heading\">Cr\u00e9er des exp\u00e9riences personnalis\u00e9es et conversationnelles gr\u00e2ce aux SMS<\/h2>\n\n<p>Aujourd&rsquo;hui, Oz Hair and Beauty utilise les SMS pour accro\u00eetre l&rsquo;engagement client et les ventes\u00a0:  <\/p>\n\n<h3 class=\"wp-block-heading\">1.\u00a0Campagnes promotionnelles cibl\u00e9es<\/h3>\n\n<p>Pour les grands \u00e9v\u00e9nements commerciaux, comme le Black Friday et le Cyber Monday, Chris Haddad segmente les contacts en fonction des achats pass\u00e9s, des centres d&rsquo;int\u00e9r\u00eat et du comportement. Pour un engagement encore plus \u00e9lev\u00e9, il personnalise les messages avec des champs personnalis\u00e9s, tels que le nom du client, sa localisation et ses pr\u00e9f\u00e9rences en mati\u00e8re de produits.  <\/p>\n\n<p>\u00ab\u00a0Avec l&rsquo;aide de Sinch, nous avons trouv\u00e9 ce qui fonctionne\u00a0\u00bb, d\u00e9clare Chris Haddad. \u00ab\u00a0Nous savons que nous pouvons r\u00e9diger et envoyer un SMS de 160\u00a0caract\u00e8res en quelques minutes, et que les gens y r\u00e9pondront\u00a0\u00bb.  <\/p>\n\n<p>L&rsquo;approche cibl\u00e9e et conversationnelle d&rsquo;Oz Hair and Beauty a donn\u00e9 des r\u00e9sultats impressionnants. Par exemple, voici les r\u00e9sultats de leur campagne 2022 pour le Black Friday et le Cyber Monday\u00a0:<\/p>\n\n<ul class=\"wp-block-list\">\n<li>Taux de clics de 12\u00a0%<\/li>\n\n\n\n<li>Taux de r\u00e9ponse de 15\u00a0%<\/li>\n\n\n\n<li>Taux de livraison de 100\u00a0%  <\/li>\n<\/ul>\n\n<p>Depuis lors, chaque campagne promotionnelle par SMS a obtenu un taux de clics de 10,32\u00a0% ou plus.  <\/p>\n\n<p>\u00ab\u00a0En utilisant les SMS comme un outil pour l&rsquo;engagement et les conversations, nous apportons plus de valeur ajout\u00e9e \u00e0 nos clients\u00a0\u00bb, ajoute Chris Haddad. \u00ab\u00a0Et Sinch est la plateforme la plus facile \u00e0 utiliser pour ces conversations.\u00a0\u00bb  <\/p>\n\n<h3 class=\"wp-block-heading\">2.\u00a0Messages de panier abandonn\u00e9<\/h3>\n\n<p>Ils ont \u00e9galement int\u00e9gr\u00e9 les services SMS de Sinch \u00e0 Shopify pour d\u00e9clencher des messages bas\u00e9s sur le comportement des clients. Par exemple, si un client ajoute des articles \u00e0 son panier sans passer commande, il recevra un message l&rsquo;invitant \u00e0 terminer son achat.  <\/p>\n\n<p>\u00ab\u00a0Nous avons constat\u00e9 un taux de conversion de 13\u00a0%, ce qui est incroyable\u00a0\u00bb, d\u00e9clare Annaliese\u00a0Evans, sp\u00e9cialiste de la gestion de la relation client et de la fid\u00e9lisation chez Oz.  <\/p>\n\n<p>Mieux encore, l&rsquo;entreprise a multipli\u00e9 son retour sur investissement par 38 avec les messages de panier abandonn\u00e9.  <\/p>\n\n<h3 class=\"wp-block-heading\">3.\u00a0Messagerie bidirectionnelle<\/h3>\n\n<p>Les clients peuvent envoyer leurs questions sur les produits par SMS \u00e0 la hotline d&rsquo;Oz et recevoir des recommandations personnalis\u00e9es de la part d&rsquo;experts en beaut\u00e9.  <\/p>\n\n<p>Ces experts peuvent fournir des conseils tout en partageant des promotions pertinentes pour encourager les ventes.  <\/p>\n\n<p>\u00ab\u00a0Nous savons ce que veulent nos clients, et avec Sinch, nous pouvons leur envoyer des offres pour les produits qu&rsquo;ils aiment en utilisant le canal que nous savons qu&rsquo;ils pr\u00e9f\u00e8rent\u00a0\u00bb, ajoute Chris Haddad.  <\/p>\n\n<h2 class=\"wp-block-heading\">D\u00e9bloquer le succ\u00e8s de l&rsquo;omnicanal<\/h2>\n\n<p>Forte de ce succ\u00e8s, Oz Hair and Beauty a mis en place une strat\u00e9gie omnicanale qui relie les exp\u00e9riences en ligne et en magasin.  <\/p>\n\n<p>Par exemple, si un client re\u00e7oit un SMS promotionnel pour un produit qui n&rsquo;est pas en stock dans son magasin local, le personnel peut imm\u00e9diatement passer une commande en ligne avec exp\u00e9dition directe.  <\/p>\n\n<p>Les exp\u00e9riences de vente au d\u00e9tail int\u00e9gr\u00e9es comme celle-ci, propuls\u00e9es par les capacit\u00e9s SMS de Sinch, aideront Oz Hair and Beauty \u00e0 rester en contact avec ses clients au fur et \u00e0 mesure de sa croissance.  <\/p>\n\n<p><\/p>\n","protected":false},"featured_media":150515,"template":"","meta":{"_acf_changed":false},"customer_stories_industry":[599],"customer_stories_products":[647],"class_list":["post-165641","engage_cust_stories","type-engage_cust_stories","status-publish","has-post-thumbnail","hentry","customer_stories_industry-vente-au-detail","customer_stories_products-engage"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.2 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Oz Hair and Beauty multiplie son retour sur investissement par 38 gr\u00e2ce aux SMS personnalis\u00e9s<\/title>\n<meta name=\"description\" content=\"D\u00e9couvrez comment Oz Hair and Beauty utilise les SMS bidirectionnels de Sinch pour personnaliser les interactions avec ses clients et augmenter consid\u00e9rablement ses ventes, avec un retour sur investissement multipli\u00e9 par 38.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, 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