Case Study: Moosejaw achieves 21% of online sales and 85% customer advocacy with LivePerson

A Decade-Plus of Digital Engagement at Outdoor Retailer Moosejaw

Moosejaw, a brick-and-mortar and online outdoor retailer and early internet adopter, needed to replicate its in-store personality online and improve real-time customer engagement. The company’s goals were to humanize digital interactions, boost conversion at high-impact moments, and respond immediately to customers across desktop and mobile channels.

Moosejaw implemented LivePerson’s LiveEngage platform with proactive, rules-based live chat, mobile chat, conversation analysis and ongoing training to target high-value shoppers and optimize the site and agent performance. The results: sustained advocacy scores of ~85%, live chat influencing 21% of online sales, ~40% of website engagements via chat, avoided hiring 4–5 call-center FTEs, rapid mobile adoption (60% annual traffic growth, ~10% of chats from mobile) and the capacity to handle large spikes (9,000 chats on Cyber Monday).

MooseJaw

Chad Caudill

Director, Customer Service and Warehouse Operations