Case Study: Lancôme achieves highest conversion and customer satisfaction, boosting online revenue with LivePerson LiveEngage

Making Digital Connections a Thing of Beauty

Lancôme, the historic luxury cosmetics brand, wanted to bring its signature in-store, personalized customer service to its e-commerce channel and support rapidly growing mobile traffic. The challenge was to create an intimate, high-conversion digital experience that would help customers open up and complete purchases on lancome.com.

Lancôme deployed LivePerson’s LiveEngage platform (proactive chat, Click-to-Chat for desktop and mobile, and enrichment analytics) integrated with Demandware and supported by a LivePerson customer success manager. The result: live chat achieved the highest customer satisfaction and conversion rates of any channel, driving significant incremental revenue while analytics and targeting rules continued to improve engagement and the online buying experience.

Lancôme

Alessio Rossi

VP, Interactive and E-Business Marketing