Case Study: Newark element14 achieves major e-commerce growth and 39% higher average order value with LivePerson LiveEngage

Optimizing the Customer Experience for Niche Technical Buyers

Newark element14 is a global distributor of electronic components serving engineers, repair professionals and corporate procurement teams, with more than 4.5 million products across 45 countries. The company needed to grow e-commerce penetration for a niche, low-volume market where buyers often require real-time help and tailored offers to make purchase decisions, while reducing cart abandonment and improving cross-sell/upsell performance.

To address this, Newark expanded LivePerson live chat into proactive Click-to-Chat/Call and deployed the LiveEngage platform with rules-based targeting and digital marketing performance to deliver individualized messages and offers. The results were strong: live chat volume is growing about 57% annually (doubling after proactive chat), average order value for chat participants rose 39%, e-commerce share climbed to ~70% in Europe/Asia and 40% in North America (from 5% in 2008), and conversion and cart-abandonment metrics improved during peak campaigns.

Newark element14

Janet Davila

E-Commerce Product Owner