With many beauty brands having to temporarily shut up shop for the foreseeable future, the more innovative among them are launching various online services to help their customers.
In addition to the various virtual try-on sites, from the likes of MAC, Bobbi Brown, Maybelline, Sephora and more, skincare brands are switching to digital consultations and the latest to launch an online-only service is mamabella favourite, The Ordinary.
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Technically it’s not The Ordinary brand itself running the program but its parent company, DECIEM. The Canadian firm that also boasts NIOD, Hylamide and The Chemistry Brand.
Called DECIEM at Home, the service connects you via live chat with a DECIEM ambassador who can answer any skincare questions you may have. You can choose to do this over the phone, over video call or just by text and the service is completely free.
The chat also includes a picture and video sharing option, to allow to share images if you don’t want to do a video call, and you’ll be given the chance to schedule a follow-up chat three weeks later to discuss if the changes made to your skincare routine are working.
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There’s no pressure to buy any products that the consultant might recommend.
The service is live between 8am and 8pm via the DECIEM at Home website. When the chat lines are particularly busy, the pop-up chat box may not appear and the service uses the HERO widget so you’ll need to enable cookies for this widget to appear.
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We’ve missed seeing you at our stores around the world and have finally found a new way to connect.✨ From today, we are excited to offer a virtual consultation experience with our happy and helpful team from the coziness of your own home (and theirs). 🏠 Our team is prepared to answer any questions you may have about DECIEM products, your regimen, and how best to care for your skin. They are also very happy to chat nonsense or to simply say hello. :-) To reach the team (via video, call, or text), please visit DECIEM.com/athome. You will be connected with a retail ambassador nearest to you. Your faces make our days brighter and we can’t wait to see you. ❤️ Update: We've received over 1000 chats in our first few hours of launch. Thank you so much for showing us huge amounts of love. Our team is working as quickly as possible, but the chat bubble may disappear if there are no available agents at that moment (we never knew it was possible for bubbles to burst in a good way). Please try again later or send us a message via DECIEM.com/contact – we'll be in touch soon. ☺️
“Skincare is deeply personal, and our audience deserves to receive dedicated advice before considering what may work for their specific needs,” DECIEM co-founder Nicola Kilner said at launch.
DECIEM at Home joins an increasing number of online skincare and makeup consultations.
The Inkey List, one of The Ordinary’s biggest rivals in the affordable and effective skincare market, has offered its #AskInkey service for some time in which you could ask questions about skincare and ingredients using the hashtag on Instagram.
In the wake of the coronavirus lockdown, the company has expanded this service via a live chat platform on its website, as well as over email, Facebook Messenger, Twitter, Instagram and over the phone.
This service is available all day everyday and is also free.
Makeup brand Bobbi Brown is always ahead of the curve when it comes to things like this and the brand has been offering online chats with makeup artists via its website for a while.
You have two main options when using this service – a text-based live chat, or a photo-based live chat. With the former, you can simply type your questions to an artist and get an instant reply. With the latter, you can post a photo of yourself and get personalised recommendations from a trained MUA.
There is also the option to email a Bobbi Brown makeup artist – if you don’t have time to chat – and get a reply (usually) within 24 hours.
If you’re looking for expert advice generally, take a look at our Ask The Experts page where you’ll find tips and tricks from makeup, skincare and hair professionals.
Victoria is founder and editor-in-chief of mamabella, freelance journalist and Mum. She has a passion for empowering people to feel beautiful whatever their age, size, skin type and budget