Case Study: a nationwide bridal retailer improves customer convenience and appointment booking with LivePerson

a bridal retailer shifts 30% of callers to messaging with LivePerson

A nationwide bridal retailer faced the challenge of missing appointment bookings and creating poor in-store experiences because brides frequently called stores that were closed or busy. The Vice President sought a solution from LivePerson to make it easier for customers to contact the brand 24/7 without expanding headcount, using AI and automation to improve service.

LivePerson's solution involved deflecting calls to SMS messaging and implementing automation, including concierge and appointment booking bots. The retailer also adopted Apple Messages for Business and used secure forms to take payments within conversations. As a result, 41% of customers opted to text, the channel achieved an NPS score over 60, and first call resolution reached 90%.