In anticipation of our upcoming Digital IQ Index: Beauty | France report, we made a short video of live chat leaders Caudalie, Helena Rubinstein and L’Occitane. Only 5% of Beauty brands in France offer live chat, which is surprising because 34% of French consumers say it is their preferred method of communication. Another reason investing in live-chat might be a no-brainer: a third of French customers abandon their shopping carts because they can’t find an answer to a question or help on the site.

L’Occitane strategically places a live chat prompt next to the log-in page of high-value customers. Caudalie offers it as a contact option next to phone and email. Helena Rubinstein places a live chat option next to an online contact form.

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