Outdoor online retailer Backcountry relies on LivePerson's LiveEngage platform to digitally engage with its customers. The company wanted to leverage the unique expertise of its employees by replicating an in-store experience in a digital atmosphere. Live chat matches visitors with subject-matter experts. The solution is delivering tangible results that have helped boost revenue, retain customers, and build customer loyalty. has witnessed a 50% improvement in average order, while customers have been overwhelming positive with live chat awarding the program with greater than an 80% CSAT score. Customers using live chat are also 10-times more likely to purchase than those using self-service channels. Efficiency has also improved and staff is able to convert more chatters versus customers who simply self-serve. has also achieved a 30% increase in agent utilization.


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