LivePerson Case Studies David’s Bridal uses Conversational Commerce to help customers plan the event of their dreams with ease

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	David’s Bridal uses Conversational Commerce to help customers plan the event of their dreams with ease LivePerson

David’s Bridal uses Conversational Commerce to help customers plan the event of their dreams with ease

LivePerson

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Retail
Applicable Functions	Sales & Marketing
Use Cases	Chatbots
Services	Software Design & Engineering Services
Challenge	David’s Bridal, an international wedding dress destination, was facing a unique challenge. When shopping for wedding dresses, 50% of brides were calling stores to book appointments. If the stores were closed or sales agents couldn’t get to the phone in time, they were losing business. Agents sometimes had to step away from the brides they were helping to answer the phone, creating a poor experience for in-store customers. The company wanted to be available for customers 24/7 without having to add additional staff. They believed AI and automation could help and began looking at different chatbot providers. Read More
About Customer	David’s Bridal is an international wedding dress destination with more than 330 stores throughout North America and the United Kingdom. Founded as a neighborhood bridal salon in Fort Lauderdale, Florida, nearly 70 years ago, the company has stayed true to its guiding principle that each bride deserves the wedding of her dreams. By working directly with top designers and manufacturers, David’s Bridal keeps costs low while maintaining high quality. Read More
Solution	David’s Bridal first rolled out Interactive Voice Response (IVR) deflection in February 2019, giving customers calling into their 800 number the option to switch to SMS messaging. Within 30 days, 30% of callers were choosing to message instead. The company soon looked to other ways to shift call volume to messaging, including adding an SMS shortcode to their website’s contact us page. Automation was part of their strategy from the beginning. A concierge bot was rolled out to greet customers and route their inquiries to the right agent. An appointment bot was launched shortly after to give customers an automated way to book appointments at a local store. Later in 2019, David’s Bridal became one of the first retailers on Apple Business Chat, allowing brides to schedule appointments and ask questions through a rich messaging experience, which increased the Net Promoter Score (NPS) of customers using that channel. They also rolled out LivePerson’s secure forms feature, which allowed them to take payments over SMS and Apple Business Chat. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Retail

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Services

Software Design & Engineering Services

Challenge

David’s Bridal, an international wedding dress destination, was facing a unique challenge. When shopping for wedding dresses, 50% of brides were calling stores to book appointments. If the stores were closed or sales agents couldn’t get to the phone in time, they were losing business. Agents sometimes had to step away from the brides they were helping to answer the phone, creating a poor experience for in-store customers. The company wanted to be available for customers 24/7 without having to add additional staff. They believed AI and automation could help and began looking at different chatbot providers.

About Customer

David’s Bridal is an international wedding dress destination with more than 330 stores throughout North America and the United Kingdom. Founded as a neighborhood bridal salon in Fort Lauderdale, Florida, nearly 70 years ago, the company has stayed true to its guiding principle that each bride deserves the wedding of her dreams. By working directly with top designers and manufacturers, David’s Bridal keeps costs low while maintaining high quality.

Solution

David’s Bridal first rolled out Interactive Voice Response (IVR) deflection in February 2019, giving customers calling into their 800 number the option to switch to SMS messaging. Within 30 days, 30% of callers were choosing to message instead. The company soon looked to other ways to shift call volume to messaging, including adding an SMS shortcode to their website’s contact us page. Automation was part of their strategy from the beginning. A concierge bot was rolled out to greet customers and route their inquiries to the right agent. An appointment bot was launched shortly after to give customers an automated way to book appointments at a local store. Later in 2019, David’s Bridal became one of the first retailers on Apple Business Chat, allowing brides to schedule appointments and ask questions through a rich messaging experience, which increased the Net Promoter Score (NPS) of customers using that channel. They also rolled out LivePerson’s secure forms feature, which allowed them to take payments over SMS and Apple Business Chat.

Impact #1	David’s Bridal customers have responded very positively to messaging.
Impact #2	A strong partnership with IT was one of the keys to being able to roll out messaging quickly with such strong results.
Impact #3	Early buy-in from other leaders across David’s Bridal also helped build the vision.

Impact #1

David’s Bridal customers have responded very positively to messaging.

Impact #2

A strong partnership with IT was one of the keys to being able to roll out messaging quickly with such strong results.

Impact #3

Early buy-in from other leaders across David’s Bridal also helped build the vision.

Benefit #1	41% of customers opted to use text versus the phone or email channel
Benefit #2	NPS scores exceeding 60
Benefit #3	NPS for Apple Business Chat is 5 points higher than SMS

Benefit #1

41% of customers opted to use text versus the phone or email channel

Benefit #2

NPS scores exceeding 60

Benefit #3

NPS for Apple Business Chat is 5 points higher than SMS

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Overview

David’s Bridal uses Conversational Commerce to help customers plan the event of their dreams with ease

Operational Impact

Quantitative Benefit