Online power tool retailer uses LivePerson’s Analytics Driven Engagement service to optimize LP Chat program
Customer Company Size
Mid-size Company
Region
- Europe
Country
- United Kingdom
Product
- LivePerson’s Analytics Driven Engagement
- LP Chat for Small Business
Tech Stack
- Google Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Revenue Growth
- Customer Satisfaction
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Retail
Applicable Functions
- Sales & Marketing
Use Cases
- Chatbots
Services
- Data Science Services
About The Customer
TOOLSTOP is one of the United Kingdom’s largest independent commercial retailers and distributors of professional hand and power tools, access and storage equipment, personal protective wear, and related products. The company has been in operation for 44 years and has grown to become a leading specialist supplier to the building and construction trade, professional tradesmen, and DIY enthusiasts. TOOLSTOP operates from two warehouses with a combined area of 82,000 square feet. The company also runs an online retail store aimed at serving professional tradespeople who need quality, high-end power and hand tools delivered quickly, on time, and at competitive prices.
The Challenge
TOOLSTOP, a UK-based online retailer of professional hand and power tools, was looking to enhance its customers' online shopping experiences. While the company had various channels for customer engagement, including email, Facebook, and a blog, it recognized the potential of real-time interaction with product experts to address customer queries about pricing, shipping, and technical details. TOOLSTOP had already implemented LivePerson’s LP Chat for Small Business solution on its website, which significantly increased sales conversions. However, the company wanted to further optimize their chat initiative without a significant investment in time and resources.
The Solution
TOOLSTOP decided to integrate LivePerson’s Analytics Driven Engagement (ADE) service with their existing chat program. ADE collects and analyzes data from Google Analytics to intelligently create rules controlling proactive chat invitations. The service was deployed quickly and began analyzing TOOLSTOP’s website within minutes, assigning scores to each webpage and determining the optimal timing for chat engagement on each page. ADE found that customers were most likely to benefit from proactive chat assistance when browsing specific product pages. As a result, TOOLSTOP representatives could automatically target customers browsing high-value items and preemptively assist with the product selection process, address technical questions, and secure the most competitive pricing possible. The agents also gained insight at the start of the chat into which make and model the customer was browsing, enabling more effective cross-selling and up-selling.
Operational Impact
Quantitative Benefit
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