Nine West Achieves Higher Incremental Sales and Reported Customer Satisfaction with LivePerson Solutions
Leading Retailer Drives Higher Conversion Rates and Greater Customer Satisfaction with Digital Customer Engagement Strategy
New York on 9 September 2014
LivePerson, Inc. (NASDAQ: LPSN), a leading provider of live digital engagement solutions, today announced Nine West Group’s successful integration of LiveEngage into the Demandware Commerce platform for its website accessed at [2]
The LiveEngage platform helps Nine West meet evolving consumer demands for a more seamless digital shopping journey, and has simultaneously improved the brand’s customer reported satisfaction, increased incremental revenue, and reduced support costs.
Specifically, Nine West reports the following results for the period covering the first 4 months of implementation of LiveEngage:
• 10% higher average order value (AOV) on orders placed after using LiveEngage, compared with the AOV on all non-live chat assisted transactions on Ninewest.com.
• 15 percentage points higher conversion rate for visitors using live chat, compared with the conversion rate for non-chat assisted visitors on Ninewest.com.
• 3 percentage points higher customer satisfaction rate reported in live chat surveys by visitors using LiveEngage platform than reported in online surveys by visitors to Ninewest.com.
Owned by Nine West Group, a division of Nine West Holdings, Inc., Ninewest.com was the first of the branded websites operated by the company to deploy the LiveEngage platform. The company signed a contract with LivePerson in late-August, 2013 and had the solution up and running by end of September to meet peak holiday shopping season demand.
“At Nine West, not only are we passionate about providing our customers with fashionable and accessible products, we are equally committed to delivering an exceptional shopping experience, whether a customer is online or in store,” said Sandie Ryan, Director, Customer Service, Nine West Group.
“By working with technology partners like Demandware and now LivePerson, we are able to deliver a seamless commerce experience and meaningfully engage our customers with personalized assistance during their online journey.”
“LivePerson’s pre-built integration for Demandware Commerce made it easy to implement LiveEngage in our existing environment and we saw almost immediate bottom-line results,” added Milton Pappas, President, Ecommerce, Nine West Group. “We have deployed the LiveEngage platform to other websites we operate, including for the Jones New York and Easy Spirit brands, and look forward to seeing results in the coming weeks.” The Demandware LINK Technology Partner Program provides Demandware clients with a rich of set of pre-built integrations to cutting-edge commerce technologies and applications that can unlock revenue generating opportunities and enhance the brand experience. By integrating LivePerson’s solution into the Demandware platform, businesses are able to proactively engage customers with a personalized interaction based on real-time behavior, helping to prevent cart abandonment and reduce bounce rates. The LivePerson certified integration with Demandware is available on the Demandware LINK Marketplace.
About Nine West Group
Nine West Group, a division of Nine West Holdings, Inc., is a global designer and marketer of branded footwear, accessories and jewelry. Its iconic, global brands (Nine West, Easy Spirit, Anne Klein, Bandolino, Enzo Angiolini, and Circa Joan & David) have heritages over 30-years old and established presences at major retailers in the United States as well as internationally through licensing and distributor relationships. The company also markets directly to consumers through branded specialty retail and outlet stores, and through its e-commerce sites.
