For the quintessential skincare brand with pharmacy roots, service is core to Kiehl’s business model. From tailored product recommendations to serving their on-the-go customer base, personalization and convenience – delivered in an educational, elevated fashion – is a hallmark to the global skincare leader for a reason; it works. With customer centricity and personalization trending in the world of skincare, Kiehl’s sought to offer new community-building experiences with education at the core, while maintaining strong branding, experience and intuitive purchase flow.
With consumers craving “skincare as selfcare” from home in 2020, Kiehl’s tapped Livescale to accelerate their digital-first tactics, creating an in-store experience and purchase path for customers, employees and partners. At a moment when safety and community was more important than ever, the choice for Kiehl’s to enhance online business with social commerce was as effortless as the application of their cult-favourite night recovery oil.
Working with Livescale presented the perfect opportunity to maintain and enrich the high level of service customers are used to experiencing in-store. Launching Live Shopping events with both influencer-led and brand-owned experiences, Kiehl’s soon saw the benefit of bringing the internal experts to the forefront of Live Shopping; until the products can speak for themselves, why not employ the next best thing?
“Not only can you have a live Kiehl’s Skincare Expert explaining and demonstrating the featured products in-depth, but the platform also has an interactive chat feature so customers can make instant yet informed purchases,” says a spokesperson for the brand.
As Kiehl’s has historically preferred worth of mouth traction and authentic collaborations for product promotions, Livescale’s technology created a community-like hub for Kiehl’s lovers, all backed by the power of brand-owned analytics, and integrated e-Commerce checkout for easy systems management. Livescale’s Live Shopping capabilities are as flexible and as versatile as the Kiehl’s customer, presenting a new way to partner with influencers and voices that truly represent the brand, in real-time.
“Influencers and Kiehl’s experts very much enjoy their experience with Livescale, both with the technology and with the team”
“The onboarding process with Livescale was seamless, as they took great care in ensuring everything was thoroughly explained. I appreciated the attention my team and I received prior to our first session, from training calls to comprehensive reading material” says a Kiehl's Rep.
Internal Team Moderator
iPhone + Laptop for Streaming
Internal Expert Host
Livescale Expert Support