Founded by Romain Gaillard in response to the toxicity of the personal care products most readily available on the market, The Detox Market’s mission is to be the world’s best marketplace for green beauty products.
From the hundreds of brands and thousands of products The Detox Market receives each year, less than 2% earn a spot on the store’s shelves. To pass the test, products have to be unquestionably best in class, free from anything on their Banned Ingredients List, and made by ethical founders who share The Detox Market’s passion and authenticity.
The Detox Market’s team of green makeup artists, estheticians, naturopaths, nutritionists, and beauty experts research and review every product that comes in to ensure their safety and efficacy, sifting through one after another to find the standouts. The result is a marketplace that is curated with the customer in mind, with product experts on hand to answer the toughest questions.
Today The Detox Market is known for its stringent standards, operating six brick-and-mortar locations across North America, in addition to a fully stocked online store. With Hero, The Detox Market is bringing the experience of the store and the knowledge of its staff online through text, chat, and video.
“We have amazing people that are passionate about what we do, advising customers everyday what to put on their skin. When stores were closed, we leveraged this talent pool by bringing it online with Hero. It was very successful and easily adopted by the team. We took the physical world and made it digital, offering a level of service you’d expect in-store but that you’d never expect through ecommerce. Everyone loved it.”
The in-store experience, online
When COVID-19 caused The Detox Market to temporarily shutter its stores, the company moved store teams online, introducing a virtual shopping experience to customers around the world for the first time. This shift proved invaluable for both The Detox Market and its customers.
With Hero, online shoppers could receive the same level of product expertise as they would in-store, a particularly useful feature for customers looking to treat themselves during a challenging time. At the same time, The Detox Market staff remained on payroll throughout the crisis in an environment that was much safer due to the remote nature of conversational commerce. With crediting for all online sales, The Detox Market kept motivation up whether teams were working from shuttered stores or from home.
“We have amazing people that are passionate about what we do, advising customers everyday what to put on their skin. When stores were closed, we leveraged this talent pool by bringing it online with Hero. It was very successful and easily adopted by the team. We took the physical world and made it digital, offering a level of service you’d expect in-store but that you’d never expect through ecommerce. Everyone loved it,” says Romain Gaillard, Founder, The Detox Market.
Fulfilling a sense of discovery and connection
Many customers use The Detox Market not only as their go-to destination for green beauty products but as a discovery platform as well. With Hero’s virtual shopping tools, customers connect with expert advisors through text, chat, or video call at a moment’s notice, giving online shoppers a chance to learn about new products that best suit their personal needs and complement their existing routines.
Initiated through The Detox Market’s website, new customers who live further away from the brand’s physical stores are able to benefit from the same expert advice that walk-in customers have been able to access for years. Furthermore, virtual shopping gives store teams the opportunity to develop real relationships with customers just like they would in-store, offering personalized recommendations to help online shoppers meet their beauty and skincare goals in real time.
And it’s clearly working. With Hero, The Detox Market converts at a rate of over 27% with an average order value of $95, something founder Romain Gaillard attributes to the human element at the heart of virtual shopping.
“You can create a beautiful landing page to tell your story but you’re never going to replace the human touch,” adds Romain.