Swedish beauty retailer Bangerhead offers a curated selection of skincare, haircare and makeup from leading brands - global and local alike. Blending expert guidance with a genuinely novel shopping experience is their trademark, resulting in a seamless mix of digital innovation and personalized service.
Challenge
Being mainly a digital player with just two physical locations in Sweden, Bangerhead faced the challenge of replicating the personalized, human-to-human service brick and mortar retailers offer. They recognized that their customers sought guidance even when shopping online, beyond what traditional e-commerce can support.
They also aimed to offer an experience of the same quality as their two flagship locations, to preserve brand identity while servicing customers beyond geographical boundaries.
Solution
Bangerhead teamed up with Bambuser to offer one-on-one video consultations. During the consultations, customers connect directly with trained beauty experts knowledgeable of the full assortment of products, from skincare to haircare and makeup.
The video element creates connection and a warm and welcoming experience, mimicking the attentiveness of an in-store visit.
This approach, combined with the added upside of at-home convenience, created a seamless and elevated digital shopping experience which quickly grew in popularity.
Results
The impact of Bangerhead’s digital clienteling was immediate and powerful. Let’s look at their results and findings:
Conversion rate: Bangerhead almost couldn’t believe their eyes when the sales results from Digital Clienteling first rolled in. Converting at a whopping 69%, the video consultations have proved some of the most successful - not just in the beauty industry, but in the global Video Commerce landscape.
Customer loyalty: Customers began returning for follow-up sessions and exploring new categories like haircare or makeup, deepening their relationship with the brand. In a time where it’s notoriously difficult to build customer loyalty and ensure repeat purchases, this is an invaluable side-effect.
Purchasing behavior: Many shoppers purchased entire routines based on expert recommendations, meaning average order value (AOV) is significantly higher from the video consultations compared to regular e-commerce purchases. This shows a high level of trust in the advice given.
Emotional connection: Customers consistently expressed appreciation for the human element brought into their online shopping experience, setting Bangerhead apart in a crowded market.
Advice to other brands
When asked how other brands can successfully implement Digital Clienteling, Bangerhead emphasized basing the service on the customer’s needs. These may vary from business to business, depending on the exact target group.
Prioritize empathy, train your team beyond just product knowledge, and focus on making digital interactions feel truly personal, is the brand’s additional advice.
When done right, video consultations don’t just drive sales - they build meaningful, lasting relationships.
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