Case Study: Harvey Norman puts in-store expertise at customers' fingertips with LivePerson

Harvey Norman puts in-store expertise into consumers’ fingertips with messaging

Harvey Norman, a leading Australian home goods and electronics retailer with about 200 franchised complexes, wanted to extend its in-store customer experience online and engage a larger share of shoppers beyond traditional web chat. The challenge was to be available where customers already communicate and to offer a more robust, scalable service that matched the expertise of in-store teams.

In October 2018 Harvey Norman partnered with LivePerson to roll out Conversational Commerce—AI-powered chatbots and live agents across Apple Business Chat, WhatsApp, Facebook Messenger and SMS—so customers can get product info, specials and order updates via their preferred messaging app. The move put experts at consumers’ fingertips, maintained exceptional CSAT, and paved the way for chatbots to handle routine inquiries (about 70%) at a fraction of the cost (≈10% of human interactions), freeing agents for higher-value support.

Harvey Norman

Gary Wheelhouse

Chief Digital Officer