In the beauty industry, you’re serving customers at multiple different points of sale. Many people shop for their cosmetics products in store - which could be your stores, or third party retailers like beauty supply stores, spas/salons, department stores, or drug stores. However, the number of people shopping for beauty products online is increasing.
Statista reports that the number of e-commerce users for the skincare segment alone has grown for 12 consecutive years and is estimated to reach 1.1 billion people by 2029. McKinsey estimates the compound annual growth rate of e-commerce beauty sales to be the highest growth category at 12%.

Of these consumers, your most highly engaged customers head to your brand’s website or social media profiles directly. Whether customers are there to get limited edition products, track down hard-to-find colors or styles, or resolve issues, you can use that opportunity to strengthen your relationship with your customers.
This is where technology comes in. You likely have a number of different tools in your CX tech stack that shape the customer journey - CRM, a ticketing and chat system, voice support, an AI chatbot, order and returns management tools, CSAT measurement, and more. If you’re missing one of these, there’s a gap in your experience. If you do have five or more tools, there’s a good change they’re not working together as efficiently as they could.
But with an all-in-one CRM and customer support tool, you can streamline your workflow and make sure you’re delivering a stellar customer experience as everything works together cohesively. Having an all-in-one AI-powered customer support platform makes it easier to serve customers, scale your business, and build long lasting loyalty.
Here are some of the key benefits of that stack for brands in the beauty industry.
What are the benefits of an all-in-one customer support platform for beauty brands?
An all-in-one customer support platform and CRM can be transformational to your business, because it can allow you to:
- Drive revenue
- Be where customers are
- Deliver a better experience
- Allow customers to self-serve
- Get better customer insights
These all strengthen your brand’s performance as a result of serving your customers better than your prior experience, better than the other retailers where customers can buy your products, and better than competitors. Let’s dig into how:
Drive revenue
The key benefit is undoubtedly the potential to drive revenue. With an AI-powered customer experience CRM, your brand can use tools to increase repeat purchases and average order value (AOV), and more. Here’s how:
Personalization
AI Agents leverage comprehensive customer data stored in the platform, including purchase history, preferences, and behavioral insights. By analyzing this data, AI agents generate personalized product recommendations that align with your customer's needs and preferences.
Forrester found that 47% of consumers enjoy personalized experiences after they’ve bought a product/service - the highest share, compared to pre- and at-purchase stages. Perhaps it’s recommending a specific skincare product to address seasonal needs or a companion product to something the consumer has already purchased and enjoyed. Helpful personalization stemming from past purchase behavior can inspire customers to add another product to the cart naturally.
Upselling and cross-selling
AI Agents are programmed to upsell and cross-sell by understanding customer needs and identifying opportunities. They also pull from knowledge bases with rich product information. For beauty brands, this is key as products are often designed to work together, so the AI can promote bundles that will be relevant to the consumer, instead of random attempts that are self-serving to the brand.
Segmentation
Beauty customers have high standards when it comes to what they are marketed, because not all products will work for each consumer. You won’t get anywhere promoting the wrong foundation shades or hair texture products, frustrating customers in the process.
But with an effective CRM, you can segment customers based on behavior, preferences, purchasing power, or even engagement with beauty campaigns. This segmentation enables beauty brands to target specific groups with tailored promotions, which can improve conversion rates and drive sales.
Human-in-the-loop integration
When needed, with a human-in-the-loop AI powered CRM, human agents can step in to assist with more complex queries or decisions. This combination builds trust, since a human can have that tactile experience with your products in the way an AI cannot, and can provide the detailed level of service that savvy consumers need - especially when taking a chance on a new product.
Be where customers are online
As a beauty brand, you’re likely using social media to drive awareness and sales. Your potential, current, and prior customers hang out on social media, and will see these posts. When they have questions about products or past orders, make it easy for them to get in touch with an omnichannel support platform.
The 2025 Sprout Social Index reports that 73% of social media users will buy from a competitor if they don’t get a response from a brand on social media, and they expect responses within 24 hours. By using an all-in-one customer support CRM with omnichannel support, you can easily handle customer social media DMs and deliver the support that builds customer loyalty.
Enable customers to self-serve
Beauty product tutorial videos rack up millions of views online as customers tune in, trying to learn how to better use their products and tools. Clearly, beauty customers are in the majority of consumers who want to self-serve.
Don’t leave it to a third party influencer to instruct your customers. Using a comprehensive CRM with an easy to navigate knowledge base tool can empower your customers to effectively self-serve on your website, ensuring they have the right information.
By reducing support friction through avenues like self-service, brands enhance customer satisfaction and build loyalty. Check out our tips for how to improve your brand’s customer self-service for more.
Deliver a better experience with a unified view
In addition to driving revenue, you’ll drive a better customer experience with a 360-degree customer view. A comprehensive CRM integrates customer data from multiple sources, including purchase history, browsing behavior, customer preferences, social media interactions, and past support interactions.
A comprehensive CRM can enable you to understand customer preferences, such as favorite product lines or recurring concerns. When agents can reference this information during support interactions, rather than having the customer start all over again explaining their needs to an agent, you can delight customers.
Get better customer insights
By keeping more of the customer lifecycle on your website, you’ll open a line of communication with customers that you miss out on when they only shop with your brand from third party retailers. You can get better insight for what’s working well or falling short with your products and service level, which can help you understand the areas for improvement you need to keep up with the competition.
Explore how Kustomer can supercharge your brand’s customer service
Consumers place immense trust in beauty brands, relying on your products for personal care and confidence. Once you’ve earned this trust, nurturing the relationship becomes key to long-term loyalty. With an investment in customer service technology, brands can offer personalized support, proactive engagement, and smooth issue resolution - driving revenue for you in the process.
Brands that care about their customers invest in the right technology to meet their customers’ needs, and they win in the process. Ready to take your brand’s customer experience to the next level? Schedule a demo today to see what Kustomer can do for you.