Case Study: Nine West achieves 15% higher conversions and 10% higher AOV with LivePerson LiveEngage

Engaging with Customers as Brand Ambassadors

Nine West Group, a global designer and marketer of women's footwear and accessories, aimed to grow e-commerce revenue, strengthen brand value for in-store partner sales, and lower support costs. With Milton Pappas leading e-commerce, the company needed a fast, mobile-aware way to give customers real-time help across devices and improve overall site experience.

Nine West integrated LivePerson’s LiveEngage with its Demandware site, using click-to-chat, proactive chat with rules-based targeting, and a lean agent team supported by prepared responses and LivePerson Customer Success. In the first four months chat-assisted visitors posted conversion rates 15 percentage points higher than non-chat visitors, average order value was 10% higher, chat accounted for 3% of total online sales, customer satisfaction rose by 3 percentage points, and about 15% of interactions were deflected from phone or email; the program has since been extended to other brands.

Nine West

Milton Pappas

President, E-Commerce, Nine West Group