Lush (Global Cosmetics Retailer)
Overview
Lush, an ethical cosmetics brand founded in 1995, sought to maintain its "human" shop-floor feeling while scaling to a global audience. By implementing Zendesk AI, Lush achieved a laser-focused approach to customer feedback, putting sustainability and the customer front of mind.
Key Results & Metrics
82% One-touch resolution rate: High efficiency in resolving customer queries in a single interaction.
369% ROI: Realized within less than one year of implementing Zendesk.
$434,000 Annual cost savings: Achieved from avoided headcount and improved productivity.
93% CSAT score: Maintained even during high-pressure periods like Black Friday and the Royal Mail strikes.
Strategic Implementation
Lush deployed a custom AI agent named Marvin to resolve repetitive queries such as:
Sales and discounts
Donations
Order dissatisfaction
Discontinued products
"While we're now a global business with hundreds of shops and hopefully millions of customers, we want to perpetuate that feeling that we're your friends, and if you come to us we have the time to listen to you." — Naomi Rankin, Global CX Manager at Lush.