Case Study: The Home Depot achieves 30% lower cost-per-contact and 90%+ CSAT with LivePerson

Conversational Commerce helps Home Depot customers build the home of their dreams

The Home Depot Canada, with 182 stores serving DIY customers and professionals, relied on phone, email and online chat but found chat and phone limited by low concurrency and high cost per contact. The retailer wanted an omnichannel approach that let customers reach them on their preferred device and reduced missed opportunities from one-to-one phone and chat interactions.

Partnering with LivePerson, Home Depot Canada moved from chat to messaging—adding SMS, web messaging, voice-to-messaging and a bot for FAQs and routing—while retiring email. The shift let agents handle many more concurrent conversations, drove a 30% decrease in cost-per-contact, CSATs above 90%, 81% of customers saying they'd reuse the channel, and messaging now represents 50% of interactions (up from 22%), with plans to expand messaging and automation further.

The Home Depot

Carlos Lourenco

Senior Manager, E-Commerce Contact Center & Order Management Operations