ICON Health & Fitness Case Study
Company Size
1,000+
Region
- America
Country
- United States
Product
- LP Chat, Enterprise Edition
- NordicTrack fitness equipment
- Pro-Form fitness equipment
- Weider Fitness equipment
Tech Stack
- LivePerson's Professional Services
- Real-time engagement strategies
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Revenue Growth
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Consumer Goods
- Healthcare & Hospitals
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
- System Integration
About The 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.
The 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.
The 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.
Operational Impact
Quantitative Benefit
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