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Case Studies
Sephora's Implementation of LiveChat Boosts Average Order Value by 25%
Overview
Sephora's Implementation of LiveChat Boosts Average Order Value by 25%Text |
Sensors - Level Sensors | |
Retail | |
Procurement Sales & Marketing | |
Operational Impact
The implementation of LiveChat has had a significant impact on Sephora's operations. The company has seen a substantial increase in sales on their website compared to before the implementation of LiveChat and online consultations. The product has proven to be crucial for upselling Sephora’s products. After building a team dedicated to handling chats, the average order value increased by 5% compared to when agents were randomly assigned to chats. Customer feedback has been very positive, with chat satisfaction at an excellent level. The company started with customer satisfaction at around 75%, and now, after putting together a dedicated group of agents, they’re at over 90%. The online consultations have helped undecided customers make purchases they were considering, which they might have postponed or not made at all without the professional advice provided through LiveChat. | |
Quantitative Benefit
25% increase in average order value | |
90% customer satisfaction | |
1.7% of the company’s profits in the digital channel involved chat | |