LivePerson Case Studies Traeger Pellet Grills, LLC: Providing Connection and Community for Loyal Fans

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	Traeger Pellet Grills, LLC: Providing Connection and Community for Loyal Fans LivePerson

Traeger Pellet Grills, LLC: Providing Connection and Community for Loyal Fans

LivePerson

Technology Category	Application Infrastructure & Middleware - API Integration & Management
Applicable Industries	Consumer Goods
Applicable Functions	Sales & Marketing
Challenge	Traeger Pellet Grills, a company that markets outdoor cooking grills, was looking to grow its e-commerce sales and make customer service more efficient and effective. They wanted to launch a live chat channel to provide an efficient and effective channel for customer service, increase e-commerce sales with a sales support channel, and protect and support a brand that has intensely loyal followers. The company had a website but it was not doing much e-commerce. The focus was on pointing people to their dealer network. However, they wanted to take a much more aggressive approach to direct selling. Read More
About Customer	Traeger Pellet Grills, LLC is a company that markets outdoor cooking grills. The company was founded in the early 1990s by the Traeger family and has its headquarters in Wilsonville, Oregon, and an office in Springville, Utah. The company’s products have been available across the country since 2009. The company has built an intensely loyal following since its grills were introduced in the early 1990s. The wood pellets provide unique flavor, and the grills have the flexibility to grill, bake, smoke, slow cook, braise, and barbecue. For nearly 20 years, the Traeger family marketed the grills in limited quantities—and only in the Pacific Northwest—from their headquarters in Wilsonville, Oregon. But five years ago, the company’s new owners began to take the products to the national market. Read More
Solution	Traeger Pellet Grills deployed a LivePerson solution three years ago, with Click to Chat and proactive chat invitations for both sales and customer service functions. Sales and customer service agents now field more than 2,400 live chat conversations monthly, and the channel has been an important factor in a 20 percent increase in average order values for the website. The company also added a personal touch to the sales and customer service experience by launching a live chat engagement channel. They researched several live chat providers and settled on LivePerson because of its comprehensive view of digital engagement and leadership in the industry. The LiveEngage platform went live with the opening of the center in November 2013. Read More Log in to view content
Contents

Technology Category

Application Infrastructure & Middleware - API Integration & Management

Applicable Industries

Consumer Goods

Applicable Functions

Sales & Marketing

Challenge

Traeger Pellet Grills, a company that markets outdoor cooking grills, was looking to grow its e-commerce sales and make customer service more efficient and effective. They wanted to launch a live chat channel to provide an efficient and effective channel for customer service, increase e-commerce sales with a sales support channel, and protect and support a brand that has intensely loyal followers. The company had a website but it was not doing much e-commerce. The focus was on pointing people to their dealer network. However, they wanted to take a much more aggressive approach to direct selling.

About Customer

Traeger Pellet Grills, LLC is a company that markets outdoor cooking grills. The company was founded in the early 1990s by the Traeger family and has its headquarters in Wilsonville, Oregon, and an office in Springville, Utah. The company’s products have been available across the country since 2009. The company has built an intensely loyal following since its grills were introduced in the early 1990s. The wood pellets provide unique flavor, and the grills have the flexibility to grill, bake, smoke, slow cook, braise, and barbecue. For nearly 20 years, the Traeger family marketed the grills in limited quantities—and only in the Pacific Northwest—from their headquarters in Wilsonville, Oregon. But five years ago, the company’s new owners began to take the products to the national market.

Solution

Traeger Pellet Grills deployed a LivePerson solution three years ago, with Click to Chat and proactive chat invitations for both sales and customer service functions. Sales and customer service agents now field more than 2,400 live chat conversations monthly, and the channel has been an important factor in a 20 percent increase in average order values for the website. The company also added a personal touch to the sales and customer service experience by launching a live chat engagement channel. They researched several live chat providers and settled on LivePerson because of its comprehensive view of digital engagement and leadership in the industry. The LiveEngage platform went live with the opening of the center in November 2013.

Impact #1	The company now conducts an average of just over 2,000 live chat conversations per month for customer service.
Impact #2	The sales team conducts around 400 live chat conversations per month.
Impact #3	The live chat channel has contributed to an overall 20 percent increase in average order value (AOV) for the company.

Impact #1

The company now conducts an average of just over 2,000 live chat conversations per month for customer service.

Impact #2

The sales team conducts around 400 live chat conversations per month.

Impact #3

The live chat channel has contributed to an overall 20 percent increase in average order value (AOV) for the company.

Benefit #1	400+ live chat conversations per month for sales
Benefit #2	2,000+ live chat conversations per month for customer service
Benefit #3	20% increase in overall AOV, partially due to live chat

Benefit #1

400+ live chat conversations per month for sales

Benefit #2

2,000+ live chat conversations per month for customer service

Benefit #3

20% increase in overall AOV, partially due to live chat

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Overview

Traeger Pellet Grills, LLC: Providing Connection and Community for Loyal Fans

Operational Impact

Quantitative Benefit