Case Study: Sephora increases average order value by 25% with LiveChat

How Sephora Uses LiveChat To Grow Sales and Increase Customer Satisfaction

Sephora needed a way to recreate its high-touch in-store customer experience online when its perfumeries closed during the pandemic. The company turned to LiveChat to offer expert product consultations on its website, helping customers get personalized advice on makeup and skincare without visiting a store.

LiveChat enabled Sephora to run one-on-one chats with beauty consultants, eventually building a dedicated team to handle online consultations more efficiently. The results were strong: average order value increased by 25%, sales from online consultations accounted for 1.7% of digital-channel profits, and customer satisfaction rose from about 75% to over 90%, showing a clear impact from LiveChat.

Sephora

Milena Wojewoda

Digital Project Specialist