Aveda Booking
Chatbot

A global leader in holistic beauty

Aveda, an Estee Lauder Company, is the premier botanical hair and skin care brand offering products with plant-based ingredients, while promoting environmental sustainability. Additionally, their retail stores offer complimentary experiences to educate and excite customers about Aveda’s products, their benefits, and how they’re applied to the hair and skin.

+87% Total bookings since launch
6,918 Bookings were made
33% Conversion rate from an 11-step booking experience

Challenge

Aveda’s online booking system through their website was under-promoted and lacked automation. They wanted to create a more engaging experience rather than the tedious task of inputting information through several rows of form fields. Furthermore, Aveda wanted to find a way to promote their complimentary services and bring more foot traffic to their stores.

What We Created

Master of Code created the appointment booking Aveda Chatbot, with an additional feature set to connect users to their customer service team.

The Master of Code Team created a rich, engaging, guided conversational experience that allowed users to seamlessly select an Aveda store nearest them, using Google’s API, book a complimentary beauty service, choose their preferred date and time, and confirm their appointment all within the bot experience.

Once the booking chatbot was launched, the Master of Code Team worked with Aveda to create a paid social campaign across Facebook and Instagram to promote Aveda’s featured service, a 20 minutes Custom Mini Facial, with an additional gift with purchase offer.

Technologies
We Leveraged

Engaging conversational design
Google’s API for Zip Code Detection
Aveda’s Booking Platform API
Custom Event Tracking
Robust NLP training
Logic to keep users in the booking experience if they type unexpected inputs during the process

Master of Code not only provides extremely helpful chatbot features but also goes above and beyond to improve the user experience. Their services have had a significantly positive impact on the business, and their team continues to be great to work with overall.

Manager of Consumer Engagement, Aveda

Results

Master of Code created a custom booking chatbot flow to be used for the social campaign that ran for 7 weeks over January and February, 2019. Our team regularly monitored user inputs and swiftly trained the bot’s NLP engine on query trends that emerged throughout the campaign.