A Decade-Plus of Digital Engagement at Outdoor Retailer Moosejaw
公司规模
200-1,000
地区
- America
国家
- United States
产品
- LiveEngage platform
- IBM WebSphere Commerce
技术栈
- Live chat
- Mobile live chat
- Proactive live chat
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Revenue Growth
技术
- 平台即服务 (PaaS) - 连接平台
适用行业
- 零售
适用功能
- 销售与市场营销
服务
- 软件设计与工程服务
- 系统集成
关于客户
Moosejaw is a brick-and-mortar and online outdoor retailer headquartered in Madison Heights, Michigan. Founded in 1992, the company is known for delivering a unique customer experience through a marketing methodology known as Moosejaw Madness. Moosejaw was an early adopter of the Internet in the 1990s and launched its corporate website shortly after its founding. The website originally did not have an e-commerce element, but in 1999, the management team added an e-commerce component, allowing customers to find more products online than in retail stores.
挑战
Moosejaw, an outdoor retailer, faced several challenges. They wanted to humanize the digital experience, deliver real-time online customer engagement, drive digital conversion rates, and engage customers at high-impact moments. As an early adopter of the Internet, Moosejaw understood the importance of digital engagement and implemented a live chat solution powered by LivePerson. However, they wanted to evolve beyond chat to digital engagement and become more strategic in how they used the LiveEngage platform. They also wanted to replicate the in-store experience onto the website and find ways to engage with customers through additional channels.
解决方案
Moosejaw implemented a proactive live chat on desktops and mobile engagement channels using the LiveEngage platform. They created rules that launched a chat invitation window if someone stayed on a page longer than a specified timeframe. Over time, they developed additional rules based on specific customer behaviors. Moosejaw also configured its proactive chat rules so that accepted chats go to the agent with the most knowledge about the product at which the customer is looking. In 2013, they implemented LivePerson’s mobile live chat solution to provide customers with a better experience. They also began leveraging conversations analysis to gain insights into information that may not be placed in the right spot on the website and information that currently doesn’t exist on the website.
运营影响
数量效益
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