ICON Health & Fitness Case Study
公司规模
1,000+
地区
- America
国家
- United States
产品
- LP Chat, Enterprise Edition
- NordicTrack fitness equipment
- Pro-Form fitness equipment
- Weider Fitness equipment
技术栈
- LivePerson's Professional Services
- Real-time engagement strategies
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Revenue Growth
技术
- 应用基础设施与中间件 - API 集成与管理
适用行业
- 消费品
- 医疗保健和医院
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
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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