The 7 Things Shoppers Want to Know About Your Skincare Products

Introduction 

Skincare shoppers have a lot of questions. Each shopper comes with unique needs and preferences, and with so many products out there, providing the right information is critical.

So, what kind of information are shoppers really looking for? Over time, we've gathered insights from millions of skincare shoppers based on the questions they ask alby's AI shopping assistant.

After digging through their questions, we found they fit into 7 main categories. Let's break them down!

Breaking Down the Top 7 Skincare Question Categories

Here are the top 7 categories of questions asked by skincare shoppers to alby's AI shopping assistant in Q3 of 2024 (in order of most questions asked):

1. Ingredients & Benefits 🧪

Today's shoppers are increasingly mindful of product ingredients. They want to understand the key components, their benefits, and whether the formula contains any potential irritants like alcohol or fragrances.

Top questions shoppers are asking: 

• What are the key ingredients?
• Does it contain SPF?
• Does it contain any fragrances?
• What is the role of hyaluronic acid?

Ingredients & Benefits questions represented 22% of all questions asked by skincare shoppers.

2. Product Lifespan & Duration 🗓️

Customers are interested in how long their products will last and when they might need to repurchase. 

Top questions shoppers are asking: 

• How long does one bottle/jar last?
• What is the shelf life?
• How many come in a pack? 

Product Lifespan & Duration questions represented 21% of all questions asked by skincare shoppers.

3. Product Compatibility 🤝

Customers are cautious about mixing skincare products. They want to know the safety and efficacy behind layering products in their routine. 

Top questions shoppers are asking: 

• Can it be layered with other products?
• Can it be used under makeup? 

Product Compatibility questions represented 18% of all questions asked by skincare shoppers.

4. Skin Type Compatibility 🧬

Knowing if a product is tailored to their specific skin type is crucial for shoppers. They often seek products that suit sensitive skin or address their unique skin concerns to ensure they get the best results.

Top questions shoppers are asking: 

• Is it suitable for sensitive skin?
• What skin types benefit most? 
• Is it safe for acne-prone skin?

Skin Type Compatibility questions represented 18% of all questions asked by skincare shoppers.

5. Application & Frequency ⏰

When adding a new product to their routine, shoppers want to know the best way to use it. Understanding factors like application & frequency helps shoppers seamlessly incorporate the product into their daily regimen.

Top questions shoppers are asking: 

• How often should I use it?
• How to apply the serum?
• Can I use it in the morning? 

Application & Frequency questions represented 15% of all questions asked by skincare shoppers.

6. Results🪞

Shoppers want to see results! They often want to know how quickly a product will deliver benefits and how long those effects will last, helping them set realistic expectations.

Top questions shoppers are asking: 

• How long until I see results?
• How long do results last?

Results questions represented 5% of all questions asked by skincare shoppers.

7. Product Comparison 🔎

Customers often compare new products with those they currently use or have tried before. They look for unique features that set a product apart, such as whether it can replace an existing product in their routine or how it differs from similar items or brands.

Top questions shoppers are asking: 

• How is it different from [Brand's] product?
• What makes this different from other moisturizers?

Product Comparison questions represented 1% of all questions asked by skincare shoppers.

Putting Insights into Action: Upgrading Your Customer Experience 

Now that you understand the information skincare shoppers are looking for, it’s time to put those insights to work. 

Here’s how you can use these insights to make strategic decisions to your storefront and marketing:

1. Update Product Descriptions: Rewrite product descriptions to address the most common questions and concerns of your shoppers,

2. Shape Marketing Campaigns: Develop campaigns that emphasize the key ingredients or value points your customers are most interested in.

3. Use Social Media for Product Education: Create posts, stories, and videos on social media to educate shoppers about your products, addressing their frequently asked questions and highlighting unique features.

4. Personalize the Shopping Experience: Use the insights gathered to tailor product recommendations, special offers, and content to individual shoppers' preferences, creating a more personalized and engaging shopping journey.
   
   
   
   
5. Leverage Conversational AI to Answer Shoppers' Questions: Utilize AI-powered shopping assistants like alby to provide real-time support, answering shoppers' questions as they browse your store to keep them engaged and more likely to convert.

By making these changes, you’ll create a more engaging experience for customers and help your store stand out.

Unlock Real-Time Shopper Insights with alby’s AI Shopping Assistant 

Alby empowers retailers to gather valuable, shopper-specific insights. With alby, skincare brands can transform the customer experience by providing:  

• 24/7 Product Expertise
• Ingredient Transparency 
• Personalized Product Recommendations 
• Tailored Advice 

Alby’s analytics and insights dashboard enables you to monitor the questions your customers are asking, how often they’re asked, and which ones impact their decision to purchase.

Insights lead to a better customer experience. By better serving customers, skincare brands can establish trust, foster lasting brand loyalty, and ultimately drive more sales.