The Rubber Meets the Road with Live Engagement and Predictive Intelligent Targeting
Customer Company Size
Large Corporate
Region
- America
Country
- United States
Product
- LiveEngage
Tech Stack
- Predictive Intelligent Targeting
- Enrichment Analytics
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Revenue Growth
Technology Category
- Platform as a Service (PaaS) - Connectivity Platforms
Applicable Industries
- Automotive
- Retail
Applicable Functions
- Sales & Marketing
Services
- System Integration
- Training
About The Customer
Discount Tire Direct is a subsidiary of Discount Tire Company, founded in 1960 and headquartered in Phoenix, Arizona. The company has over 875 stores in 29 states. Initially, the primary revenue channel for Discount Tire Direct was print ads in Car and Driver, Road and Track, and other magazines. However, with the advent of the internet, the company recognized that its customers wanted not only information but also the ability to conduct transactions from the website. Consequently, they launched an e-commerce element in late 2002. The company is very much focused on customers and employees, maintaining a customer satisfaction rate in excess of 98 percent.
The Challenge
Discount Tire Direct, a subsidiary of Discount Tire Company, was facing challenges in delivering an outstanding digital customer experience and increasing e-commerce conversion rates. The company wanted to maintain high in-store customer satisfaction rates via digital channels. They had experimented with an on-premise live chat solution when they initially added e-commerce to their website in 2003, but it was simply a passive button called Click to Talk and was soon removed. In late 2011, they decided to revisit the use of live chat deployment on their website to rethink how they engaged customers on their website, seeking to make it the best buying experience possible for their customers.
The Solution
Discount Tire Direct implemented LiveEngage, a platform that includes proactive live chat based on rules and enrichment analytics. The initial deployment of LiveEngage proved highly successful, with average order value jumping 25 percent and conversion rates increasing more than 18 percent with live chat. Later, the company added Predictive Intelligent Targeting to their solution, which is an algorithm technology that examines visitor behavior patterns, interaction records, and other historical data. This led to another four to six percent increase in conversion rates and a higher chat acceptance rate. The company also created a process for analysis of live chat conversations, often called enrichment analytics, to improve customer service.
Operational Impact
Quantitative Benefit
Case Study missing?
Start adding your own!
Register with your work email and create a new case study profile for your business.
Related Case Studies.
Case Study
Integral Plant Maintenance
Mercedes-Benz and his partner GAZ chose Siemens to be its maintenance partner at a new engine plant in Yaroslavl, Russia. The new plant offers a capacity to manufacture diesel engines for the Russian market, for locally produced Sprinter Classic. In addition to engines for the local market, the Yaroslavl plant will also produce spare parts. Mercedes-Benz Russia and his partner needed a service partner in order to ensure the operation of these lines in a maintenance partnership arrangement. The challenges included coordinating the entire maintenance management operation, in particular inspections, corrective and predictive maintenance activities, and the optimizing spare parts management. Siemens developed a customized maintenance solution that includes all electronic and mechanical maintenance activities (Integral Plant Maintenance).
Case Study
Improving Production Line Efficiency with Ethernet Micro RTU Controller
Moxa was asked to provide a connectivity solution for one of the world's leading cosmetics companies. This multinational corporation, with retail presence in 130 countries, 23 global braches, and over 66,000 employees, sought to improve the efficiency of their production process by migrating from manual monitoring to an automatic productivity monitoring system. The production line was being monitored by ABB Real-TPI, a factory information system that offers data collection and analysis to improve plant efficiency. Due to software limitations, the customer needed an OPC server and a corresponding I/O solution to collect data from additional sensor devices for the Real-TPI system. The goal is to enable the factory information system to more thoroughly collect data from every corner of the production line. This will improve its ability to measure Overall Equipment Effectiveness (OEE) and translate into increased production efficiencies. System Requirements • Instant status updates while still consuming minimal bandwidth to relieve strain on limited factory networks • Interoperable with ABB Real-TPI • Small form factor appropriate for deployment where space is scarce • Remote software management and configuration to simplify operations
