Case Study: Lush Cosmetics achieves 174% higher conversions and 19% higher average spend with Olark live chat

How Lush used Olark to offer a better customer journey

Lush Cosmetics, founded in Poole in 1995, is a values-driven maker of handmade, vegetarian and vegan beauty products with over 1,000 stores in 52 countries. Known for personalized in-store consultations, Lush needed a way to replicate that customer experience online while working with a vendor that matched its ethical standards and was simple, customizable, and cost‑effective.

Lush chose Olark and trained its cross‑functional Customer Care team to use features like chat ratings, shortcuts, tags, and a pre‑chat form to personalize conversations, track issues, and follow up. The result: customers who chat convert 174% more and spend 19% more on average, allowing Lush to replicate in‑person consultations and strengthen customer relationships online.

Lush Cosmetics

Naomi Rankin

Global Customer Care Support