PlumberSurplus.com drives sales with LivePerson Contact Center

Specialty retailer increases average order value 15% using live chat

Founded in 2004, PlumberSurplus.com is a leading Internet retailer specializing in home improvement, plumbing and building products ranging from faucets and bath tubs to sump pumps and access doors.

As a pure online retailer, one of the company's primary challenges is to meet customer expectations of an in-store shopping experience over the web. Key customer service objectives included helping customers select the right products, responding quickly to inquiries, and making it easy for customers to place/track orders and return/exchange items.

Before implementing LivePerson Contact Center, PlumberSurplus.com offered two customer service channels: a phone number listed on every page and email form. Response time averaged one business day. To improve customer service, PlumberSurplus.com decided to add a real-time communication option for customers seeking instant answers and reassurance of their home improvement and plumbing product purchases.

The company sought a contact center solution that provided:

  • Live online chat functionality
  • Back-end customer email management to replace Microsoft Outlook
  • A recognizable brand name that inspires customer confidence
  • A scalable solution

 

Click to Chat Online Spotlight

"Live chat supplies a better online experience than a phone call. The HACKER SAFE logo lends additional credibility.resulting in triple the number of customers who provide credit card numbers via chat to complete their purchases."


Joshua Mauldin
Customer Service Manager
PlumberSurplus.com