Brand
WhatsApp Business Solution Provider
The French skincare, cosmetics and perfume brand is known worldwide for its popular products and beauty treatment services, such as facials. Its Hong Kong retail locations partnered with Sanuker to implement WhatsApp Business Platform and utility messages on WhatsApp to automate appointment bookings, resulting in a 21% increase in in-person beauty treatment bookings and a 17% increase in sales.*
21%
increase in appointment bookings compared to phone and in-store bookings*
25%
increase in conversions compared to in-store and ecommerce site purchases*
17%
increase in total sales*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
Their Story
Global skincare solutions
Based in France, Yves Rocher sells its products online and in stores worldwide. Its Hong Kong retail locations offer in-person beauty treatments in addition to sales of its products.
Their Goal
More customer consultations
The Hong Kong location was looking for a way to increase appointment bookings via automation, as its usual approach of manual bookings managed through phone calls and in-store bookings wasn’t delivering the desired results.
“Thanks to Sanuker and Kontec, we successfully implemented WhatsApp as our appointment booking solution. We are happy to see a significant increase in conversion and sales. It provides a seamless and automated way to handle customer bookings and sending reminders while saving us time and effort.”
Kate Yuen
Marketing Manager, Yves Rocher
Their Solution
Automated appointment bookings
Yves Rocher partnered with Sanuker, a Meta Business Partner, and its creative agency Kontec, to design a new appointment booking solution through WhatsApp Business Platform. The team built an automated messaging assistant in WhatsApp to streamline the consultation process and provide a customized service experience. Interested customers could send a WhatsApp message to Yves Rocher and learn about its skincare solutions and beauty treatments. The automated messaging experience provided treatment details and collected customer information, including their desired store and treatment. Afterward, a beauty advisor followed up directly with the customer for a consultation. Booking confirmations were automatically sent at the end of the conversation, and Yves Rocher used utility messages on WhatsApp to send automated reminders closer to the appointment. Customers also had the option to contact their store directly during the messaging journey.
Yves Rocher and Sanuker also adopted API solutions for WhatsApp Business app users to improve booking convenience for its staff by enabling simultaneous operation of WhatsApp Business Platform and WhatsApp Business app. Employees used this solution for customer communications and one-to-one consultations, while recording all conversations to WOZTELL, Sanuker’s inbox solution, which allowed for close monitoring and quality control. This helped enable a more seamless experience for customers too. After booking the appointment, the utility message confirmation was automatically sent from their selected store, without them having to leave the one-on-one consultation.
Their Success
More bookings, more sales
Yves Rocher timed its launch of WhatsApp Business Platform for booking management with the opening of a new treatment center in Causeway Bay, Hong Kong’s central business district, marking a new era in enabling seamless customer journeys. The team measured performance across a three-month period (July 15-October 15, 2025) and reported that WhatsApp Business Platform improved booking, sales and conversion rates:
- 21% increase in appointment bookings compared to phone and in-store bookings*
- 25% increase in conversions compared to in-store and ecommerce site purchases*
- 17% increase in total sales*
*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.
“API solutions for WhatsApp Business app users gave us great convenience and flexibility to deliver a more personalized customer experience. Our beauty advisors can easily engage customers to provide one-to-one beauty consultations through WhatsApp, while enjoying the convenience of sending booking confirmations automatically to remind customers.”
Kate Yuen
Marketing Manager, Yves Rocher
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