Mainstay and Insta-famous beauty brands alike are embracing new forms of customer service to meet the elevated expectations of today's consumers, from providing educational classes to empowering sales teams to deliver expert advice

Excellent customer service is essential in maintaining customer loyalty. In an age where almost everything is digital, consumers want to interact with real humans one-on-one, not automated responses. Further, combining digital capabilities with a large team of experts allows consumers to receive empowered support.

Leading beauty brands Avon, Glossier and Olive & June are redefining customer service and devoting entire teams to assist customers. Here's how these innovative brands are elevating their services in their own unique ways:

Avon
Makeup brand Avon’s direct-selling model has evolved into a new app that lets its team of 6 million sales representatives manage their individual businesses. In addition to handling sales and logistics, the app also grants access to creative assets and content made for social media platforms.

Glossier gTeam
Cosmetics brand Glossier is redefining customer service with the gTeam. It consists of a team of highly interactive representatives that assist customers across all platforms. The gTeam gains direct insights from customers, so it also plays a role in the brand’s marketing and product development process.

Olive & June
The California-based nail salon Olive & June is going to begin its first series of ticketed masterclasses in June. These seminars aim to teach women how to paint their nails at home, revealing industry secrets while also encouraging engagement with the brand.

These are not the only brands changing the face of the beauty industry. For the full report, download PSFK's Reinventing Beauty Services Through Experiences and Engagement Report, out now.


Lead image: stock photos from ALPA PROD/Shutterstock

Excellent customer service is essential in maintaining customer loyalty. In an age where almost everything is digital, consumers want to interact with real humans one-on-one, not automated responses. Further, combining digital capabilities with a large team of experts allows consumers to receive empowered support.

Leading beauty brands Avon, Glossier and Olive & June are redefining customer service and devoting entire teams to assist customers. Here's how these innovative brands are elevating their services in their own unique ways: