Beauty Retail Teams Are Becoming Virtual Consultants

Beauty brands are hatching a plan to bring retail teams’ expertise into the homes of their consumers.

Deciem, for example, is launching their virtual consultation services on April 13 across all of their brands. Utilizing a software called Hero, the brand’s retail team plans to speak directly with prospective customers about skin concerns and product usage. Customers are given the option to either video chat for their consultation or simply use a chat feature to text their consultant.

Kilner, however, has had the idea of connecting customers to experts directly before. Previous iterations of the consultation idea included putting hotlines in stores for customers to call the brand’s lab. “Questions we get [about products] have gone from 900 to about 2,600 in the past week, so our customers want the information now more than ever,” Kilner said.Similarly, Kiehl’s is upping the ante on reaching out to their clients.

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