Case Study: Backcountry.com achieves a 50% lift in average order value and 80%+ CSAT with LivePerson

Outdoor Retailer Backcountry Replicates the in-store Experience Online With Liveengage

Backcountry, a leading online outdoor retailer, partnered with LivePerson to solve a core challenge: how to replicate the expert, personalized in-store experience in a digital environment. The company wanted to leverage the deep product knowledge of its employees to give shoppers the same tailored guidance and confidence they’d get from a brick-and-mortar store.

Together they launched the Neighborhoods operating framework—known as "Gearheads"—which organized specialist teams to deliver personalized recommendations and real-time support through LivePerson’s Conversational Cloud. The program drove measurable impact: a 50% increase in average order value, CSAT above 80%, chat users were 10× more likely to purchase than self-service users, and agent utilization rose 30%.

Backcountry.com