How Osea Malibu layers in customer engagement at every step of the skincare buying process

Most skincare and body care brands have a lot of products. And large product catalogs mean product comparisons, navigating through product pages, and asking some clarifying questions. 

Osea Malibu, a brand renowned for its seaweed-based skincare, understands this and has introduced Shopping Assistant’s customer engagement features to make everything smooth. 

From the second customers land on the site, they see the floating Ask Anything Input bar. Osea Malibu went a step further and customized the default message to something that matches their brand voice: “Here if you need anything.” 

Customers can ask any questions they have, whether about a specific product or a general discovery-based question. From there, Shopping Assistant can tailor the conversation based on their behavior, questions, and intent. 

For instance, this customer asked if they sold exfoliants. Shopping Assistant then asked some follow-up questions and provided multiple exfoliating product options. After learning that the customer was interested in a body product that wasn’t a scrub, they found the perfect choice. 

For customers who go straight to the search bar, Shopping Assistant still helps out with tailored messages triggered on the results page. 

In this example, the shopper is searching for body oils and is guided to a page with hundreds of results. A bit overwhelming if you’re not exactly sure what you want. 

After several seconds, Shopping Assistant greets the shopper with a pop-up message that says, “Are you ready to give your skin the luxurious glow it deserves with our seaweed-infused body oil?” 

The message is perfectly tailored to both the searcher’s intent level and product discovery, as well as the search content, specifically body oil. 

The shopper then clicks on the pop-up to start a chat, which leads to finding the best hydrating, no-fragrance oil for dry skin. 

If shoppers are on a specific product page, illustrating a higher level of intent, Shopping Assistant can step in with suggested product FAQs. 

When this customer lands on Osea Malibu’s Salts of the Earth Body Scrub page, they’re greeted by three suggested product questions: 

• How often should I use this scrub?
• What skin types is this scrub good for?
• What does this scrub smell like?

After clicking on the question about skin types, Shopping Assistant provides a detailed description of the product’s intended use and benefits, along with links to add it to cart. 

Shopping Assistant also upsells the customer with a product bundle that includes the scrub they were browsing and a complementary body balm. 

📧 Don’t take our word for it—get exclusive access to a video with Gabby from Pepper on how Shopping Assistant transformed their CX strategy.