Case Study: Warby Parker achieves faster customer support and higher satisfaction with LiveChat

LiveChat offers a real-time chat alternative to phone and email for Warby Parker

Warby Parker is a direct-to-consumer eyewear brand known for affordable designer glasses ($95) and a strong social mission (one pair donated for every pair sold). Focused on delivering excellent customer experiences—free shipping/returns, virtual and home try-ons, and a six-second phone pickup rule—the company needed a faster, more convenient alternative to phone and email for customers who want immediate answers.

Warby Parker implemented LiveChat on its site to provide real-time support, routing customers to agents via www.warbyparker.com/inquiries and using LiveChat’s Goals to measure checkout conversions tied to chats. Handling roughly 2,000 chats per month, the chat channel has driven high customer satisfaction, proven to be a helpful alternative to traditional contact methods, and allowed the team to track its direct impact on sales and support.

Warby Parker

Mara Castro

Director of Customer Experience