Case Study: David's Bridal achieves 700% sales lift through messaging and a rapid ecommerce pivot with LivePerson

Brick-and-mortar bridal store turns ecomm superstar

David’s Bridal, a primarily brick-and-mortar bridal retailer with a broad wedding services ecosystem, had to pivot overnight to a 100% digital model when COVID‑19 forced store closures. Their challenge was to preserve the personalized, concierge shopping experience and sales while rapidly scaling digital channels, retraining 300+ store reps, and managing messaging volume that jumped from ~400 to several thousand conversations per day.

They leaned on LivePerson’s conversational platform and their concierge bot Zoey—starting with IVR-to-SMS and expanding to Apple Business Chat—plus intent analytics to tune bots and agent scripts. This approach enabled fast agent training, high containment by the bot, and targeted automation; outcomes included 40k+ messaging conversations, ~90% first‑contact resolution (vs. 73% on voice), significant NPS gains, and about a 700% lift in sales via messaging.

David’s Bridal

Holly Carroll

VP of Customer Service & Contact Center Operations