Creating an Omnichannel eCommerce Experience with ZALORA

Transparency and honesty have always been in the DNA of Paula’s Choice, and they pride themselves in giving expert advice and addressing the skincare needs of all ages, skin types and concerns with science-backed and brilliantly-formulated products. With ZALORA, Paula’s Choice significantly extended their reach within the Singapore and Malaysia market as they journey to fulfill their heritage in consumer advocacy and impress more people with their products and truth in beauty.

“With the close guidance of Dih and Bernadette (ZALORA account managers), we never miss our important metrics after each major campaign - impressions, conversion rate, average order value, return on investment etc to assist us in planning the most lucrative strategies and ensuring the maximum reach of our well-formulated products to the customers. Our concerns get appropriate replies usually within one working day. The efficiency and responsibility of the ZALORA team amaze us and provide us with valuable assurance,” shared Qaph Lai, Managing Director of Paula’s Choice Malaysia. “With an immense customer database and multiple marketing support from ZALORA, we were able to broadcast Paula’s Choice expert advice and brilliantly-formulated products to a massive number of audiences.”

As transparency and honesty have always been in the DNA of Paula’s Choice, a limitation initially faced from the ecommerce setting was the lack of ability to connect with consumers directly to explain the research behind each product and to offer personalized consultations. However, with the efficient ZALORA Customer Service team acting as a communication bridge between Paula’s Choice and their customers, Paula’s Choice found that they could rely on ZALORA to resolve order-related inquiries smoothly.

Key Figures 

Results

Within 5 months from their launch on ZALORA, Paula’s Choice has tracked an amazing 15x impression uplift and a 2.7x conversion rate growth. Most importantly for the brand, it feels supremely rewarding knowing more people will harvest glowing, healthy skin from using Paula’s Choice products.