LivePerson Case Studies ICON Health & Fitness Case Study

Edit This Case Study Record

	ICON Health & Fitness Case Study LivePerson

ICON Health & Fitness Case Study

LivePerson

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Healthcare & Hospitals Consumer Goods
Applicable Functions	Sales & Marketing
Services	System Integration Software Design & Engineering Services
Challenge	ICON Health & Fitness, a leading name in the fitness industry, was facing a challenge with high abandonment rates across its web properties. Despite attracting millions of visitors to its brand websites each month, the company's online retail performance indicated surprisingly high abandonment rates. The team had difficulty pinpointing the exact reasons for the low conversion rates. They realized that in order to grow ICON’s direct-to-consumer retail business and drive revenue via online channels, ICON needed to implement a real-time engagement strategy that would identify the visitors most likely to benefit from help during their buying process, reducing overall site abandonment and successfully convert prospects into satisfied, long-term customers. Read More
About Customer	ICON Health & Fitness, Inc. is the world’s largest developer, manufacturer and marketer of fitness equipment. Since 1977, ICON’s “first in fitness” mission has resulted in innovative, state-of-the-art fitness technology, including treadmills, incline trainers, elliptical machines, stationary bikes, home gyms, weight benches, and more. ICON owns several of the best-known brands in fitness including NordicTrack, FreeMotion Fitness, ProForm, Weider, HealthRider, EPIC, Image, iFit, and Weslo and licenses the Jillian Michaels, Gold’s Gym, and Google brands. With nearly 2,000 employees and multiple locations around the globe, ICON has an award-winning reputation for quality, performance and best-in-breed fitness technologies. Read More
Solution	The ICON team initially opted to implement LP Chat, Enterprise Edition on the NordicTrack, Pro-Form and Weider sites for a three month pilot program. Because each of the three sites’ potential customers have distinctive fitness needs and purchasing challenges, LivePerson’s Professional Services team worked closely with ICON to create unique engagement strategies for each individual website. LP Chat was deployed on all three sites in less than four weeks with minimal internal ICON resources. LivePerson’s Development and Professional Services teams guided ICON through the processes of coding and testing on the ICON websites, and defined and refined the rules and processes for the chat implementation on each brand site. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Healthcare & Hospitals

Consumer Goods

Applicable Functions

Sales & Marketing

Services

System Integration

Software Design & Engineering Services

Challenge

ICON Health & Fitness, a leading name in the fitness industry, was facing a challenge with high abandonment rates across its web properties. Despite attracting millions of visitors to its brand websites each month, the company's online retail performance indicated surprisingly high abandonment rates. The team had difficulty pinpointing the exact reasons for the low conversion rates. They realized that in order to grow ICON’s direct-to-consumer retail business and drive revenue via online channels, ICON needed to implement a real-time engagement strategy that would identify the visitors most likely to benefit from help during their buying process, reducing overall site abandonment and successfully convert prospects into satisfied, long-term customers.

About Customer

ICON Health & Fitness, Inc. is the world’s largest developer, manufacturer and marketer of fitness equipment. Since 1977, ICON’s “first in fitness” mission has resulted in innovative, state-of-the-art fitness technology, including treadmills, incline trainers, elliptical machines, stationary bikes, home gyms, weight benches, and more. ICON owns several of the best-known brands in fitness including NordicTrack, FreeMotion Fitness, ProForm, Weider, HealthRider, EPIC, Image, iFit, and Weslo and licenses the Jillian Michaels, Gold’s Gym, and Google brands. With nearly 2,000 employees and multiple locations around the globe, ICON has an award-winning reputation for quality, performance and best-in-breed fitness technologies.

Solution

The ICON team initially opted to implement LP Chat, Enterprise Edition on the NordicTrack, Pro-Form and Weider sites for a three month pilot program. Because each of the three sites’ potential customers have distinctive fitness needs and purchasing challenges, LivePerson’s Professional Services team worked closely with ICON to create unique engagement strategies for each individual website. LP Chat was deployed on all three sites in less than four weeks with minimal internal ICON resources. LivePerson’s Development and Professional Services teams guided ICON through the processes of coding and testing on the ICON websites, and defined and refined the rules and processes for the chat implementation on each brand site.

Impact #1	The ICON team has increased an overall online sales conversions by 1025%.
Impact #2	Online visitors who chat spend more. On average, a purchase completed by someone who chats with an ICON representative is 36% higher than the average order value of someone who checks out without assistance.
Impact #3	Customers satisfaction scores (CSAT) of visitors who chat are consistently 80% or higher. Exit surveys indicate that customers are pleased with the speed and efficiency at which the ICON chat team answers questions and addresses their needs via chat.

Impact #1

The ICON team has increased an overall online sales conversions by 1025%.

Impact #2

Online visitors who chat spend more. On average, a purchase completed by someone who chats with an ICON representative is 36% higher than the average order value of someone who checks out without assistance.

Impact #3

Customers satisfaction scores (CSAT) of visitors who chat are consistently 80% or higher. Exit surveys indicate that customers are pleased with the speed and efficiency at which the ICON chat team answers questions and addresses their needs via chat.

Benefit #1	Increased online sales conversions by 1025%
Benefit #2	Average order value of someone who chats with an ICON representative is 36% higher than the average order value of someone who checks out without assistance
Benefit #3	Customer satisfaction scores (CSAT) of visitors who chat are consistently 80% or higher

Benefit #1

Increased online sales conversions by 1025%

Benefit #2

Average order value of someone who chats with an ICON representative is 36% higher than the average order value of someone who checks out without assistance

Benefit #3

Customer satisfaction scores (CSAT) of visitors who chat are consistently 80% or higher

Download PDF Version

Overview

ICON Health & Fitness Case Study

Operational Impact

Quantitative Benefit