02:35 PM
How Chalhoub Gr. Recovered $340K in Lost Revenue and Tripled Repeat Purchases on behalf of Lumiere Skincare
iQanAI has been catching abandoning shoppers, recommending the right products, and turning a series of one-time buyers into loyal customers in five languages.
$340K
Revenue recovered in 90 days
Solution
Repeat purchase rate increase
Problem
Cart abandonment rate reduction
Markets
Europe (FR, DE, GB) MENA
Platforms
WhatsApp, Website (Shopify)
The Problem
A growing brand. An overwhelmed sales team.
Lumière Skincare is a premium direct-to-consumer beauty brand with a loyal following across the UK, France, Germany, and an emerging fan base across MENA. Their product range, clinical-grade serums, barrier repair creams, and curated regimen kits, commands premium price points and a genuinely passionate customer community.
02
36-hour average customer service response
A lean team of three managed all inbound customer queries. Skincare questions often personal, often urgent, sat in a queue while purchase intent evaporated.
03
Lost revenue from EU and MENA expansion
Their fastest-growing markets French, Italian, German, and Arabic-speaking customers were hitting an English-only support wall and bouncing at disproportionate rates.
04
Low-value average order, poor retention
Customers were buying one product at a time and not returning. Nobody was recommending complementary products or explaining the value of a routine versus a single item.
05
No post-purchase relationship
After the sale, silence. No check-in, no routine guidance, no reorder prompting. Repeat purchase rate was 14%, well below the 35–45% benchmark for premium skincare.
The Solution
A skincare advisor that knows the range inside out and never has an off day
They needed a presence on their site and WhatsApp that could think like a knowledgeable beauty advisor, not just answer FAQs, but genuinely guide a customer to the right product for their skin type, recover an abandoned basket, and close a sale in the language the customer was using.
Skin-type intelligent recommendations
Asks the right questions before recommending oily, dry, combination, sensitive, acne-prone, matching customers to the products genuinely right for them.
Five-language support
Fluent, natural conversations in English, French, German, Italian, and Arabic, auto-detected and maintained throughout the session, including right-to-left text for Arabic.
Cart abandonment recovery
Detects abandoned sessions and initiates a proactive, personalised WhatsApp message, referencing the specific product, addressing likely hesitations, and offering an easy path back to purchase.
Routine upselling
Suggests complementary products with clear explanations of why they work together, cleanser with serum, SPF with vitamin C, increasing basket size naturally.
Post-purchase routine support
Sends a routine guide after delivery, checks in at day 14 about results, and prompts a reorder at the right time based on the product's expected usage cycle.
