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Backcountry

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. Backcountry.com 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. Backcountry.com has also achieved a 30% increase in agent utilization.

 

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