LivePerson
Case Studies
Nine West Group: Engaging with Customers as Brand Ambassadors
Overview
Nine West Group: Engaging with Customers as Brand AmbassadorsLivePerson |
Application Infrastructure & Middleware - API Integration & Management Functional Applications - Enterprise Resource Planning Systems (ERP) | |
Consumer Goods Retail | |
Business Operation Sales & Marketing | |
Software Design & Engineering Services System Integration | |
Operational Impact
Live chat-assisted sales now account for three percent of Nine West’s total sales on Ninewest.com. | |
The company estimates that 15 percent of conversations are being deflected from phone or email to live chat, which is a lower-cost channel for them. | |
The customer satisfaction rate reported in live chat surveys of visitors who used the LiveEngage platform is 3 percentage points higher than the overall customer satisfaction rate reported in online surveys of visitors to ninewest.com. | |
Quantitative Benefit
15% higher conversion rate for visitors using live chat, compared with conversion rate for non-chat assisted visitors to ninewest.com | |
10% higher average order value (AOV) for transactions using live chat compared with AOV for all non-chat assisted transactions on ninewest.com | |
3% of total sales are from live chat-assisted sales | |