Eptica powers global multichannel customer service for L’Occitane



In order to streamline and optimise its entire customer service operations, perfume and cosmetics group L’Occitane has chosen Eptica’s multi-lingual customer management interaction software.


Eptica is being used to manage incoming emails, web self-service and telephone contacts, as well as to power L’Occitane’s new web chat service in Europe. Through a centralised knowledgebase customers now receive fast, consistent answers to their questions, whatever the channel or language they use, improving the customer experience and aiding sales conversions.


The global solution has now been rolled out in the UK, US and across Europe, with Asian deployment scheduled for 2014.


The deployment of Eptica is part of a larger international project to overhaul L’Occitane’s customer relationship management systems. Through this L’Occitane is aiming to offer its millions of global customers a personalised, cross-channel experience however they interact with the brand. L’Occitane has 2,300 shops in 90 countries.


L’Occitane International S.A. is a global, natural and organic ingredient-based cosmetics and well-being products manufacturer and retailer with strong regional roots in Provence, France. The Company has five brands (L’Occitane en Provence, L’Occitane au Brésil, Melvita, Le Couvent des Minimes and Erborian) in its portfolio and is committed to developing and retailing high quality products that are rich in natural and organic ingredients of traceable origins and respect for the environment.

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