Leading online retailer of skateboards dramatically increases sales conversions with live chat
Company Size
11-200
Region
- America
Country
- United States
Product
- LivePerson’s live chat solution
Tech Stack
- Live chat
- Real-time visitor monitoring
- Canned messages
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Customer Satisfaction
- Employee Satisfaction
- Revenue Growth
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
About The Customer
Warehouse Skateboards is a premier online retailer of skateboards, skateboard accessories and skate clothing based in Wilmington, North Carolina. The company helps skateboarders and their parents select or custom design the perfect skateboard. With over 10,000 skateboards, and 4,000 accessories to offer, Warehouse Skateboards is one of the largest online providers, serving customers throughout the United States. The company has four full-time agents, and offers chat 24 hours a day.
The Challenge
Warehouse Skateboards, a premier online retailer of skateboards, skateboard accessories and skate clothing, was facing a challenge with the costs of engaging their customers via an 800 number. The phone bills were eating up all of their profits and they needed to find a way to move those conversations away from the phone. The company was also facing issues with their website's user interface and content, which were not reflecting how their customers shopped and thought. They needed a solution that would not only reduce their customer service costs but also improve their website's user experience and conversion rates.
The Solution
Warehouse Skateboards implemented LivePerson’s award-winning live chat solution on its site. A click-to-chat button invites visitors to 'Chat with a real skateboarder.' The company chats with a hundred or more visitors each day. The live chat solution also includes real-time visitor monitoring, which allows chat agents to watch visitors as they click through the site. This feature helped the company realize that their menu options and conversion paths were off and needed to be fixed. The company also made use of the canned messages feature, which allowed them to have pre-written responses for common inquiries, making the chat process more efficient.
Operational Impact
Quantitative Benefit
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