Case Study: Toolstop increases conversion rates and boosts average order value with LivePerson's Analytics Driven Engagement

Online power tool retailer uses LivePerson’s Analytics Driven Engagement service to optimize LP Chat program

TOOLSTOP is one of the UK’s largest independent suppliers of professional hand and power tools, serving tradespeople via its online store. Committed to a superior digital shopping experience, the team wanted real-time access to product experts to answer pricing, shipping and technical questions; after adding LivePerson chat they saw engaged shoppers convert at much higher rates but needed a low-effort way to optimize and scale proactive chat.

TOOLSTOP implemented LivePerson’s Analytics Driven Engagement (ADE), which uses Google Analytics data to trigger targeted proactive chat on high-value product pages and surface the exact make/model a visitor is viewing. The automated, data-driven chats increased chat conversion by 6.4%, overall sales conversion by 6.7% and average order value by 11.3%, doubled daily chat volume, added roughly 10 extra orders a month, and delivered immediate results with minimal setup.

Toolstop

Neil Bruce

Head of Online Activities