A Decade-Plus of Digital Engagement at Outdoor Retailer Moosejaw
Customer Company Size
Mid-size Company
Region
- America
Country
- United States
Product
- LiveEngage platform
- IBM WebSphere Commerce
Tech Stack
- Live chat
- Mobile live chat
- Proactive live chat
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Cost Savings
- Revenue Growth
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Moosejaw is a brick-and-mortar and online outdoor retailer headquartered in Madison Heights, Michigan. Founded in 1992, the company is known for delivering a unique customer experience through a marketing methodology known as Moosejaw Madness. Moosejaw was an early adopter of the Internet in the 1990s and launched its corporate website shortly after its founding. The website originally did not have an e-commerce element, but in 1999, the management team added an e-commerce component, allowing customers to find more products online than in retail stores.
The Challenge
Moosejaw, an outdoor retailer, faced several challenges. They wanted to humanize the digital experience, deliver real-time online customer engagement, drive digital conversion rates, and engage customers at high-impact moments. As an early adopter of the Internet, Moosejaw understood the importance of digital engagement and implemented a live chat solution powered by LivePerson. However, they wanted to evolve beyond chat to digital engagement and become more strategic in how they used the LiveEngage platform. They also wanted to replicate the in-store experience onto the website and find ways to engage with customers through additional channels.
The Solution
Moosejaw implemented a proactive live chat on desktops and mobile engagement channels using the LiveEngage platform. They created rules that launched a chat invitation window if someone stayed on a page longer than a specified timeframe. Over time, they developed additional rules based on specific customer behaviors. Moosejaw also configured its proactive chat rules so that accepted chats go to the agent with the most knowledge about the product at which the customer is looking. In 2013, they implemented LivePerson’s mobile live chat solution to provide customers with a better experience. They also began leveraging conversations analysis to gain insights into information that may not be placed in the right spot on the website and information that currently doesn’t exist on the website.
Operational Impact
Quantitative Benefit
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