PlumberSurplus.com drives sales with LivePerson Contact Center

Specialty retailer increases average order value 15% using live chat


Proactively
engage visitors

PlumberSurplus.com has leveraged LivePerson Contact Center to achieve significant improvements in customer service, agent efficiency and sales volume.

  • Customers are very satisfied with the chat experience. 95% of post-chat survey respondents rate chat as "excellent" and 60% say chat helped them decide to purchase. Customers have also benefited from the addition of a Frequently Asked Questions section, which was augmented primarily from LivePerson Contact Center's analytics, survey responses and chat transcripts.

  • PlumberSurplus.com reps prefer the chat channel. Chat is easy to use, and canned answers save reps time and ensures proper responses. Reps are more efficient because they can assist multiple customers concurrently via chat.
  • Over 15% increase in average order value. The company has increased average order values by more than 15% and realized cost savings by deflecting phone calls to the more cost-effective chat channel. Based on its success with LivePerson Contact Center, PlumberSurplus.com is planning to add LiveCall click-to-talk technology to its site in the near future.

 

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