Sephora & LiveChat
Sephora, a renowned beauty retailer, had to close its physical stores in March 2020 due to COVID-19 lockdowns. The company was determined to find an online solution to maintain the high-quality, personalized customer service experience it provides in-store. Sephora had previously considered using LiveChat, but it wasn’t until the first lockdown in Poland that they fully implemented it on their website.
Sephora aimed to replicate the in-store customer experience online and keep the business running during subsequent lockdowns. This involved providing real-time consultations and advice on products similar to the in-store service. The task was to engage customers online effectively and ensure their satisfaction while driving sales.
Sephora implemented LiveChat on their website, initially testing different forms of consultations. They started with teams of six to eight people and eventually found one-on-one consultations to be most effective. Sephora assigned agents to handle chats each day and adjusted the number of agents based on customer demand. By July 2021, they had a dedicated team of six agents for consultations. This setup allowed customers to get product advice based on skin type, budget, and other preferences, mirroring the in-store experience online.
The implementation of LiveChat significantly boosted Sephora's online sales. Since March 2020, online consultations contributed 1.7% of the company's profits in the digital channel. The average order value increased by 25%, with a noteworthy uptick after forming a dedicated chat team. Customer satisfaction improved from around 75% to over 90%, demonstrating the effectiveness of the consultations. The LiveChat implementation proved to be a valuable tool for engaging customers and driving sales, even beyond the pandemic.
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