Case Study: Jerome's Furniture achieves 10x higher conversions with LiveChat

Jerome’s Furniture sees 10x times better conversion after implementing LiveChat

Jerome’s Furniture, a major Southern California retailer founded in 1954, faced the challenge of reaching and converting the large share of customers who research furniture online—about 75% of their shoppers. The company wanted to “be there” for customers during research to improve engagement and both e‑commerce and offline actions like click‑to‑call or directions.

Jerome’s implemented LiveChat, staffed by 2–4 agents from stores seven days a week (7AM–11PM), who use desktop and mobile apps to answer questions and send showroom photos on the spot. The result was dramatic: customers who used chat were about 10× (1000%) more likely to convert, non‑ecommerce actions also rose, and the tool paid for itself many times over while earning strong customer praise.

Jerome’s Furniture

Scott Perry

Director of Ecommerce