Case Study: Warehouse Skateboards boosts conversions and slashes phone costs with LivePerson

Leading online retailer of skateboards dramatically increases sales conversions with live chat

Warehouse Skateboards, a Wilmington, NC–based online retailer with over 10,000 boards and 4,000 accessories, serves skateboarders and parents across the U.S. Its youthful customer base generated high volumes of phone inquiries—from kids seeking validation or free swag to parents needing detailed help—driving up toll-free costs and creating a need to move conversations off the phone while still engaging customers effectively.

The company implemented LivePerson’s live chat—branded “Chat with a real skateboarder”—staffed by four full-time agents 24/7, using co-browsing and targeted canned messages for kids, moms and dads plus a scripted lead-question approach for parents. The shift cut toll-free expenses, improved site content and promotions, raised customer and agent satisfaction, and increased conversions by about 1% (roughly $50,000 in revenue per software seat, by the company’s estimate).

Warehouse Skateboards

Mike Duncan

Founder and CEO