Leading online retailer of skateboards dramatically increases sales conversions with live chat
公司规模
11-200
地区
- America
国家
- United States
产品
- LivePerson’s live chat solution
技术栈
- Live chat
- Real-time visitor monitoring
- Canned messages
实施规模
- Enterprise-wide Deployment
影响指标
- Cost Savings
- Customer Satisfaction
- Employee 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
- 零售
适用功能
- 销售与市场营销
服务
- 软件设计与工程服务
关于客户
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.
挑战
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.
解决方案
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.
运营影响
数量效益
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