Cosmetics brand Lush chose Zendesk to achieve a laser-focused approach to customer feedback, putting the customer and sustainability front of mind.
Lush, a beauty brand revered for its sustainable and ethical approach, embraced Zendesk to enhance customer care. The intention was to position customer feedback at the forefront of business choices while keeping care and sustainability close to its heart.
Zendesk was launched in the UK in 2014 and subsequently expanded into other markets. It is currently utilized by 125 agents who serve customers in 21 countries and speak 15 languages. The platform ensures quick reactions to customer needs and allows the team to identify potential issues early on.
Employing AI to Enhance Efficiency
Lush deployed a proprietary AI agent named Marvin to cope with high levels of repeat queries. It deals with routine issues such as orders, discounts, and products that are no longer available. It enabled human agents to concentrate on more intricate requests. Thus, the team realized a 60% first contact resolution and saved approximately 360 agent hours monthly.
Delivering Business Results
Zendesk returned Lush its investment within a year. Nucleus Research reported a 369% ROI in a report. The platform also enhanced agent productivity by 17% and manager productivity by 30%, resulting in more than $434,000 in yearly cost savings.
Adjusting to Local Customer Expectations
Zendesk enables Lush to customize its service style by region. Spanish customers, for instance, like live chat with a personal touch, while French customers value speedy resolution. This agility allows Lush to provide a service that matches cultural expectations.
Lush has a customer satisfaction rating of 93%, well above the retail average of 73%. Even at busy times, the team performed well because it used Zendesk to work more effectively without reducing personal attention.