Case Study: David’s Bridal achieves 41% messaging adoption and higher NPS with LivePerson Conversational Commerce

David's Bridal uses Conversational Commerce to help customers plan the event of their dreams with ease

David’s Bridal, a nearly 70-year-old bridal retailer with 330+ stores, faced a scheduling problem: about half of brides called stores to book appointments, but missed calls and phone interruptions were costing sales and creating poor in-store experiences. The company wanted 24/7 customer access and one-on-one service without adding headcount, so VP Holly Carroll pursued AI-driven Conversational Commerce with LivePerson to modernize how customers book appointments and get support.

David’s Bridal implemented IVR deflection to SMS, an SMS shortcode (replacing email with text), concierge and appointment bots, Apple Business Chat, and secure SMS payments — and began building “Zoey,” a full-service concierge vision. Within weeks 30% of callers chose messaging, 41% of customers now prefer text, NPS topped 60 (Apple +5 over SMS), first-call resolution rose to 90% (from 73% on voice), and messaging-enabled purchases generated $30K in early sales, while customers and cross-functional teams reported markedly improved experiences.

David’s Bridal

Holly Carroll

VP of Customer Service & Contact Center Operations