Backcountry.com dramatically improves conversion rates and reinforces prominent reputation with LivePerson's online engagement platform
By investing in system upgrades and staff expansion earlier in the year, Backcountry achieved record sales during the 2005 holiday season. The company racked up a record $860,000 in orders on December 12, fulfilling the company's prediction that it would be the biggest day of the season. In addition, the innovative retailer exceeded its December 2005 revenue goal by 20 percent.
The conversion rate for chatters grew to 10x greater than self-service channel conversions. By supplying product expertise via live chat, Backcountry gearheads increased average order value (AOV) by more than 50 percent versus orders placed via self-service.
And last, but certainly not least, post-chat exit surveys supplied valuable insight into the customer experience. More than 80 percent of customers were satisfied with their experience; they also indicated that chatting with Backcountry's gearheads increased their likelihood to purchase from the site.
“We’re always pushing the envelope from vendors and partners to prove ROI. LivePerson stepped up to the plate and earned a spot in our customer acquisition and satisfaction strategy.”
Dustin Robertson
Vice President of Marketing
Backcountry
"I had been looking for a very specific skiing/biking backpack for weeks now and every store I called put me on hold for 15 minutes and came back with nothing. I clicked on Backcountry's live chat button and told the guy what I was looking for, and he sent me the link to a page for the pack in about 30 seconds. So I bought it!"
John O'Connor
Backcountry customer