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Internet Retailer Raises Online Conversion Rates with LivePersonChat conversion rate surpasses self-service by 10x
Founded in 1996 with a $2,000 investment, Backcountry is a pure online retailer focused on outdoor gear. In addition to earning a prominent reputation for offering specialized performance outdoor gear and skiing expertise on Backcountry.com, the company developed niche sites that cater to distinct consumer segments and address the specific needs of target groups: hard-core skiers (Tramdock.com); snowboarders (DogFunk.com); bargain-seekers (Backcountryoutlet.com and SteepandCheap.com); and middle-market, price-sensitive outdoor athletes (Explore64.com). The retailer recognized that chat could serve as a valuable tool to improve online conversion rates; however their existing click-to-chat solution was designed to satisfy customer service requirements and lacked the capabilities to serve as a major sales catalyst. To maximize revenue and leverage the unique expertise of its employees, Backcountry turned to LivePerson to transform the chat deployment on the organization’s family of websites from a pure customer service application to a proactive sales solution impacting bottom line results.
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“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,
"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,
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