Case Study: The RealReal achieves effortless, personalized digital customer experiences with LivePerson

The RealReal boosts CSAT 10% and cuts voice wait times to less than a minute with LivePerson

The RealReal, a luxury resale marketplace, faced challenges in scaling its customer service during rapid growth, leading to long wait times, high agent attrition, and a strained support backlog. They partnered with vendor LivePerson to implement its Conversational Cloud platform and AI tools to create seamless, personalized digital experiences.

LivePerson's solution involved deploying conversational intelligence for insights, expanding to messaging channels like Apple Messages for Business, and using AI-powered automation for updates and routing. Results included a 10% increase in CSAT, a drop in agent attrition below 3%, voice wait times under one minute, and a 40% shift to messaging within six months, all achieved within a six-week onboarding.

The RealReal