Established in 1981 by natural health advocate Romy Fraser, Neal’s Yard Remedies’s humble Covent Garden location quickly became known for its selection of dried herbs, homoeopathic products, essential oils, Bach flower remedies, and a similar range of toiletries.
In 2006, organic advocates, the Kindersleys, bought Neal’s Yard Remedies and reinforced their own holistic approach to health and beauty. In just a few short years under the care of the Kindersleys, Neal’s Yard Remedies became the UK’s first certified organic health and beauty brand, in addition to driving an effort to help the country ban plastic microbeads.
Today the company is recognized as a global leader in the health and beauty industry with a growing presence across five continents. Its award-winning health and beauty products define what it means to be a modern apothecary, constantly advancing holistic methods while staying true to the brand’s founding principles.
With Hero’s virtual shopping tools, Neal’s Yard Remedies is delivering its natural and organic skincare and wellbeing products to a new generation of online shoppers, providing the same level of personalized service and experience customers love at any of the brand’s physical locations.
“Hero is the perfect hybrid between the convenience of home shopping and the in-store experience.”
Building Real Relationships, Virtually
Via chat, text, and video calls, Neal’s Yard Remedies in-store advisors provide a seamless virtual shopping experience to online customers in a far more human way, building relationships, answering questions, and recommending products in real time.
Video calling with online shoppers in particular proved instrumental as stores operated at limited capacity during the COVID-19 lockdown. Across product categories, from skincare and wellbeing to aromatherapy and bath and body, in-store advisors assisted online customers through 1-on-1 video, guiding them along their shopping journey just like they would in person.
“Partnering with Hero is an exciting step for us—we know that our customers love to visit us in our beautiful stores, and there’s nothing quite like that face-to-face interaction—but we believe that Hero is the perfect hybrid between the convenience of home shopping and the in-store experience,” says Anabel Kindersley, Co-Owner, Neal’s Yard Remedies.
Launched in September 2020, Neal’s Yard Remedies is feeling the impact of virtual shopping: online customers shopping through Hero convert at a rate of 25% with an average order value of $77.
From Online to Offline to Online
Additionally, Neal’s Yard Remedies customers connect with in-store advisors virtually to arrange a physical store visit at a time that suits them best.
With built-in clienteling, in-store advisors are able to keep building relationships long after the first conversation—whether it took place in-store or online—staying in touch with customers via text, email, and WhatsApp to share new products, replenishment reminders, and personalized recommendations.
“It’s so important to provide a seamless experience for our customers wherever they choose to shop with us,” Anabel adds. “When it comes to beauty and wellbeing, nothing can truly replace the personal touch. Buying beauty isn’t transactional—it’s an emotional connection.”