Estee Lauder Digital Service Enhancement with Glassix

This document is a case study detailing the implementation of the Glassix omnichannel communication system at Estee Lauder. It outlines how the integration of Glassix, particularly with WhatsApp for Business, has enabled Estee Lauder to enhance its customer service capabilities. The case study describes the company's history, established in 1946, and its evolution into a leading global beauty brand. It highlights the challenges faced by the service center in managing a high volume of inquiries from diverse customer segments, including distributors and consumers. The document explains how the Glassix platform allows service representatives to handle multiple inquiries simultaneously, improving response times and service quality. Additionally, it discusses the successful transition from traditional phone service to digital channels, noting that around 70% of customer interactions now occur through WhatsApp. The case study also mentions the establishment of a customer community to keep members informed about products and promotions, further illustrating the effectiveness of the Glassix solution in maintaining business continuity during the pandemic.