Global skincare and cosmetics brand Clarins wanted to elevate its customer communications to deliver high-end experiences that felt engaging and natural. Using RCS for Business, Clarins launched several campaigns designed to connect with customers through interactive messages, achieving 10x higher engagement than the industry standard.

At French cosmetics and skincare company Clarins, everything centers around creating meaningful connections with customers. As the beauty market grows more competitive, Clarins needed to evolve how it creates those connections. Customers today expect instant, personalized, and visually engaging interactions — so the company looked for a tool that would deliver a richer, more dynamic experience than static messaging solutions. With the launch of its first RCS for Business campaign, the company became the first to bring this conversational channel to the beauty industry.

Working with Sinch, the company’s trusted partner for over seven years, Clarins deployed creative, engaging RCS for Business campaigns that have become the face of its customer communication strategy. The team tested RCS for Business in three areas: sharing exclusive offers, launching new products, and creating conversational experiences to personalize recommendations, including:

• An Advent calendar campaign that tested against rich SMS
• A promotional campaign that offered customers discounts on their favorite products
• A conversational campaign that used carousels to deliver the right product to the right person based on behavioral data

Clarins’ advent calendar campaign earned a 79% read rate and a 22% click-through rate (CTR), while the promotional campaign achieved a 76% read rate and an 11% CTR.

• The team has now run over 10 RCS for Business campaigns and has seen three times as much engagement on average as with rich SMS.
• RCS for Business is supported on both iOS and Android devices, enabling Clarins to reach 80% of its database with rich, dynamic communications directly in the native messaging app on its customers’ phones.