French brands selling dermo-cosmetics ā€“ popular skincare options that blur the line between prescription and cosmetic products ā€“ outperform traditional Beauty brands when it comes to online customer service, according to L2ā€™s Digital IQ Index: Beauty France.

While many dermo-cosmetics brands sell through third-party e-tailers, they also boast sophisticated brand sites providing in-depth customer service functionalities. For example, 63% of dermo-cosmetics brands provide FAQ sections on their sites, while only 51% of Index brands do likewise.

Customer service functionality

French beauty shoppers still prefer the in-store experience to e-commerce, according to L2ā€™s study. However, the success of dermo-cosmetics companies in the realm of customer service proves that it is possible for brands to replicate many advantages of the brick-and-mortar experience online.



L2's Daily Insights in Your Inbox.