Customer Support That Drives Beauty Sales
Growing sales without compromising service quality
Yves Rocher needed a contact center that could support customers, process orders, and actively contribute to sales growth. The operation had to combine a highly personal service approach with strong product expertise and consistent performance across inbound and outbound interactions.
Sales-driven customer support
The team needed to identify customer needs, recommend relevant products and offers, and contribute to ambitious sales targets without making interactions feel overly transactional.
Deep product expertise
Agents had to understand the full cosmetics portfolio well enough to provide personalised recommendations, answer product questions, and offer suitable alternatives.
Consistent service at scale
Inbound calls, outbound campaigns, and order-related requests required reliable coverage, clear communication in the customer’s language, and consistent adherence to brand service standards.
One contact center, four connected workflows
Simply Contact built a 24/7 operating model that brings customer service, outbound sales, and order management into one coordinated workflow.
24/7 customer coverage
A rotating schedule keeps the contact center available around the clock while maintaining consistent service standards across shifts.
Inbound customer support
Agents handle customer inquiries, identify needs, provide product consultations, and support order- and delivery-related requests.
Outbound sales
Outbound teams contact existing and potential customers, recommend relevant products and offers, and support sales and loyalty goals.
Order operations
The team supports order processing, status updates, delivery information, and alternative options when the original choice is unavailable.
Vadym Stoliarov
Quality Manager · Simply Contact
Vadym leads quality oversight for the Yves Rocher account, ensuring agent performance, sales conversion standards, and CSAT targets are met consistently across the full engagement.
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Customer support that connects service and sales
PRODUCT CONSULTATION
- Customer needs identification
- Product recommendations
- Full product range guidance
- Alternative product selection
ORDERS & DELIVERY
- Order processing support
- Order status updates
- Delivery information
- Alternative solutions when needed
LOYALTY & SALES
- Personalised offer selection
- Customer retention and loyalty
- Outbound sales conversations
- Support for promotional campaigns
Product knowledge that builds trust and drives sales
Agents combine deep product knowledge with personalised communication, helping customers make confident choices while supporting loyalty and sales goals.
Deep product knowledge
Agents are trained across the complete product portfolio, allowing them to answer questions confidently and recommend relevant products and alternatives.
Personalised recommendations
Each conversation starts with understanding the customer’s needs before suggesting products, promotions, or alternative options.
Customer-first communication
Agents communicate confidently in the customer’s language, adapting their approach to build trust rather than relying on rigid sales scripts.
Sales with a service mindset
Sales and retention are built into customer service, helping the team generate revenue while protecting satisfaction and long-term loyalty.
Quality and motivation
Structured quality management, analytics, and agent motivation practices help maintain service standards and support sales performance across the operation.
Sales performance backed by faster service
The contact center combined high-volume outbound activity with personalised service, helping Yves Rocher improve response speed and convert customer conversations into sales.
sales conversion rate achieved
faster customer response
outbound calls handled per day
OPERATIONAL OUTCOMES
- 35 agents supported the customer operation
- 24/7 coverage maintained through a rotating schedule
- Product consultations and personalised offers supported customer loyalty
- Quality management, analytics, and agent motivation practices helped sustain sales performance
Marina Voloshina — Quote
We have cooperated with Simply Contact since 2014. From the beginning, Simply Contact has been a professional and reliable vendor. They implement specific analytics and quality management practices that ensure the highest quality of customer service. Simply Contact’s innovative and effective motivation schemes for their agents helped us achieve our sales goals. Yves Rocher recommends Simply Contact as a qualified partner in inbound and outbound customer support.
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