Case Study: ICON Health & Fitness achieves 1,025% increase in online sales conversions with LivePerson LP Chat

Leading name in fitness uses real-time engagement strategies on retail websites to boost AOV, increase conversions rates and elevate CSAT scores

ICON Health & Fitness, the world’s largest developer and marketer of fitness equipment and owner of brands like NordicTrack, ProForm and Weider, was driving millions of visits to its retail sites but suffering unexpectedly high abandonment and low conversion rates. The team couldn’t capture the voice of the customer or pinpoint why shoppers dropped out, so they needed a real‑time engagement strategy to reduce abandonment and grow direct‑to‑consumer revenue.

ICON piloted LivePerson’s LP Chat Enterprise on NordicTrack, ProForm and Weider with tailored proactive chat rules and dynamic buttons, deployed in under four weeks. The program lifted overall online conversions by 1,025%, increased average order value for chat buyers by 36%, produced CSAT scores of 80% or higher, scaled into full-service support handling ~1,000 chats per week, and is being rolled out across ICON’s remaining web properties.

ICON Health & Fitness

Jared Pratt

CRM Manager