LivePerson Case Studies Online power tool retailer uses LivePerson’s Analytics Driven Engagement service to optimize LP Chat program

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	Online power tool retailer uses LivePerson’s Analytics Driven Engagement service to optimize LP Chat program LivePerson

Online power tool retailer uses LivePerson’s Analytics Driven Engagement service to optimize LP Chat program

LivePerson

Technology Category	Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries	Retail
Applicable Functions	Sales & Marketing
Use Cases	Chatbots
Services	Data Science Services
Challenge	TOOLSTOP, a UK-based online retailer of professional hand and power tools, was looking to enhance its customers' online shopping experiences. While the company had various channels for customer engagement, including email, Facebook, and a blog, it recognized the potential of real-time interaction with product experts to address customer queries about pricing, shipping, and technical details. TOOLSTOP had already implemented LivePerson’s LP Chat for Small Business solution on its website, which significantly increased sales conversions. However, the company wanted to further optimize their chat initiative without a significant investment in time and resources. Read More
About Customer	TOOLSTOP is one of the United Kingdom’s largest independent commercial retailers and distributors of professional hand and power tools, access and storage equipment, personal protective wear, and related products. The company has been in operation for 44 years and has grown to become a leading specialist supplier to the building and construction trade, professional tradesmen, and DIY enthusiasts. TOOLSTOP operates from two warehouses with a combined area of 82,000 square feet. The company also runs an online retail store aimed at serving professional tradespeople who need quality, high-end power and hand tools delivered quickly, on time, and at competitive prices. Read More
Solution	TOOLSTOP decided to integrate LivePerson’s Analytics Driven Engagement (ADE) service with their existing chat program. ADE collects and analyzes data from Google Analytics to intelligently create rules controlling proactive chat invitations. The service was deployed quickly and began analyzing TOOLSTOP’s website within minutes, assigning scores to each webpage and determining the optimal timing for chat engagement on each page. ADE found that customers were most likely to benefit from proactive chat assistance when browsing specific product pages. As a result, TOOLSTOP representatives could automatically target customers browsing high-value items and preemptively assist with the product selection process, address technical questions, and secure the most competitive pricing possible. The agents also gained insight at the start of the chat into which make and model the customer was browsing, enabling more effective cross-selling and up-selling. Read More Log in to view content
Contents

Technology Category

Platform as a Service (PaaS) - Connectivity Platforms

Applicable Industries

Retail

Applicable Functions

Sales & Marketing

Use Cases

Chatbots

Services

Data Science Services

Challenge

TOOLSTOP, a UK-based online retailer of professional hand and power tools, was looking to enhance its customers' online shopping experiences. While the company had various channels for customer engagement, including email, Facebook, and a blog, it recognized the potential of real-time interaction with product experts to address customer queries about pricing, shipping, and technical details. TOOLSTOP had already implemented LivePerson’s LP Chat for Small Business solution on its website, which significantly increased sales conversions. However, the company wanted to further optimize their chat initiative without a significant investment in time and resources.

About Customer

TOOLSTOP is one of the United Kingdom’s largest independent commercial retailers and distributors of professional hand and power tools, access and storage equipment, personal protective wear, and related products. The company has been in operation for 44 years and has grown to become a leading specialist supplier to the building and construction trade, professional tradesmen, and DIY enthusiasts. TOOLSTOP operates from two warehouses with a combined area of 82,000 square feet. The company also runs an online retail store aimed at serving professional tradespeople who need quality, high-end power and hand tools delivered quickly, on time, and at competitive prices.

Solution

TOOLSTOP decided to integrate LivePerson’s Analytics Driven Engagement (ADE) service with their existing chat program. ADE collects and analyzes data from Google Analytics to intelligently create rules controlling proactive chat invitations. The service was deployed quickly and began analyzing TOOLSTOP’s website within minutes, assigning scores to each webpage and determining the optimal timing for chat engagement on each page. ADE found that customers were most likely to benefit from proactive chat assistance when browsing specific product pages. As a result, TOOLSTOP representatives could automatically target customers browsing high-value items and preemptively assist with the product selection process, address technical questions, and secure the most competitive pricing possible. The agents also gained insight at the start of the chat into which make and model the customer was browsing, enabling more effective cross-selling and up-selling.

Impact #1	More targeted, intelligent chat invitations led to a 6.4% overall increase in TOOLSTOP’S chat conversion rate.
Impact #2	Proactive chat assistance helped TOOLSTOP’s agents to more effectively cross-sell necessary companion products during a chat.
Impact #3	The overall quality of conversations remained high despite doubling the number of chats handled in any given day.

Impact #1

More targeted, intelligent chat invitations led to a 6.4% overall increase in TOOLSTOP’S chat conversion rate.

Impact #2

Proactive chat assistance helped TOOLSTOP’s agents to more effectively cross-sell necessary companion products during a chat.

Impact #3

The overall quality of conversations remained high despite doubling the number of chats handled in any given day.

Benefit #1	TOOLSTOP’s online sales conversion rates increased by 6.7%.
Benefit #2	The average order value increased by 11.3%.
Benefit #3	At least 10 extra orders were closed each month since implementing ADE.

Benefit #1

TOOLSTOP’s online sales conversion rates increased by 6.7%.

Benefit #2

The average order value increased by 11.3%.

Benefit #3

At least 10 extra orders were closed each month since implementing ADE.

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Overview

Online power tool retailer uses LivePerson’s Analytics Driven Engagement service to optimize LP Chat program

Operational Impact

Quantitative Benefit