Narvar Track allows Clarins to build closer relationships with customers, fueling its global ecommerce and D2C expansion.

Since onboarding with Narvar, WISMO (where-is-my-order?) inquiries to Clarins’ customer service teams are down by a significant degree. More importantly, Clarins customers are now 3X more likely to make a second purchase if they engage with the Narvar tracking portal. 

“A high volume of orders is good for business. But in our case it also meant a high volume of customer care contacts—people asking ‘where is my order?’—which led to higher costs. Using Narvar allowed us to reduce these WISMO contacts, which allowed us to lower our customer care costs.”

Gustavo Gonzalez, Regional Ecommerce Manager at Clarins

Protecting profitability by attacking soaring costs

Before implementing Narvar, post-purchase was a particular point of frustration for shoppers as Clarins relied on their carrier partners to handle communications related to fulfillment.

This reliance on carriers for communication created a high amount of WISMO contacts to Clarins’ customer care team, and higher customer service costs for the business.

“We aim to be cost efficient,” said Gustavo, “And it quickly became clear that reducing the volume of WISMO inquiries to our customer care team was an easy way to slash our expenses…that’s why we focused on the post-purchase experience with Narvar.”

“By implementing Narvar Track, our customers now know when to expect their order… [Narvar’s] SMS order status notifications significantly reduced WISMO inquiries to our team.”

Gustavo Gonzalez, Regional Ecommerce Manager at Clarins

More than WISMO — a full brand marketing experience

But it wasn’t just the reduction of WISMO inquiries that convinced the Clarins Team to go with Narvar—it was also the way Narvar allowed Clarins to enhance its customer experience from pixel to package. 

As Gustavo explains, “The customer puts their trust in Clarins when they purchase one of our products online. That single sale isn’t the end goal for us—it’s a crucial first step in the customer journey. It is an opportunity for our brand to build a long-term relationship with that shopper.”  

To better cultivate that lifelong relationship, Clarins used branding and marketing features included with Narvar Track to expose ecommerce customers to product recommendations, skincare application instructions, skincare best practices, product ingredient information, and more. 

In doing so, Clarins is giving its online customers a shopping experience that’s more aligned with the brick-and-mortar shopping experience where in-store Beauty Coaches offer personalized insights and advice on everything from products to application methods. 

“We’ve seen up to 30% of customers engaging with our marketing thanks to Narvar Track. More importantly, we’re seeing up to 3X higher conversion rates for these customers…we’re using Track in 10 different languages to fuel our global ecommerce growth.” 

Gustavo Gonzalez, Regional Ecommerce Manager at Clarins