Rivadouce advises mothers and mothers-to-be 24/7 thanks to three ibbü experts, beauty and cosmetic enthusiasts.
Since its creation, Rivadis has developed its activity by distributing its Rivadouce products throughout hospital establishments. The brand has quickly been championed by the medical staff. To meet this demand, Rivadis has identified “centralisers”: advocate customers who centralise orders for their colleagues. These new practices have naturally led Rivadis to distribute their range of cosmetics for the whole family to its BtoC clientele which led to the launch of its website in 2005.
Today, “Digital moms” are Rivadouce’s first target audience: young moms or mothers-to-be, connected and very well informed. “For a long time, our ambassador programme has worked thanks to our relationship with our customers. We have always been close. But with young moms, we have seen the relationship with our customers evolve. Digital moms don’t call the customer service team. That’s why we have started using iAdvize“, explains Julien Charpentier, Web Manager for Rivadouce.
Every single ibbü indicator proves it: they are equivalent to or above those we achieved with our internal customer service. Furthermore, we consider that customer service shouldn’t be limited to the company’s constraints. Today, we can truly say we are available 24/7.
Hyper-qualitative and personalized advice
First, Rivadouce launched iAdvize Messaging for its internal customer service team. But because of a lack of resources, the system was not optimal. That is why the brand chose to start using ibbü. Today, three beauty experts respond to moms in real-time 24/7. “At first, I wasn’t sure about the quality of the respondents and their speech. But my hesitations were quickly swept away thanks to the selection process“, says Julien. ibbü experts were selected for their cutting-edge knowledge about cosmetics. Their added value resides in the advice they give (for example about skin problems) about the products.
2 questions for Julien Charpentier
1. How have you selected the experts?
At the beginning of the ibbü project, I’ve had a meeting with iAdvize’s project manager who asked me what would be the ideal profile of an expert for me: a woman, who likes healthcare products and cosmetics, ideally working in the business, but someone who also likes the web and who has a great writing style. I completely relied on the teams. I received different short-listed profiles. We have started with one person, than two more. Today, we are on cruising speed.
2. How does ibbü fits your activity?
I have monthly meetings with my project managers at iAdvize, Coline and Guillaume. We have identified areas for improvement together. As for the experts, I can communicate with them via the platform. They also have my contact information and I told them not to hesitate to call me if they have questions or observe recurring issues. In general, we are on a market which evolves rapidly. Messaging is now a standard, almost a minimum service we need to offer to increasingly demanding consumers.