Case Study: Extra Space Storage achieves 153% quarterly increase in total sales with LivePerson

Creating a Personalized Engagement Experience for All Customers

Extra Space Storage, a large U.S. self‑storage operator with over 667,000 units, needed a way to help diverse customers choose the right space without cannibalizing existing sales channels. The marketing optimization team sought a customized, data‑driven live chat program that would improve digital engagement, tailor experiences to individual visitors, and lift conversions without hurting call‑center or commissioned sales performance.

They piloted and gradually expanded LivePerson’s live chat with rules‑based targeting, A/B testing, and proactive invitations to high‑value visitors, refining placement, hours, and agent selection. The optimized program doubled chat conversion rates versus the initial launch (proactive chat contributed a 40% lift), drove a 95% increase in qualified chats and a 153% increase in total sales for engaged customers, and showed that chat participants were twice as likely to convert.

Extra Space Storage

Melissa Burdon

Director, Marketing Optimization