Case Study: Upper 90 Soccer achieves a $40,000 sales lift and higher conversions with Olark

Upper 90 Soccer - Customer Case Study

Upper 90 Soccer, a family-founded retail chain in New York, faced the challenge of growing its ecommerce presence against much larger competitors while its small customer service team — essentially one overwhelmed manager, Ben Jata — struggled with repetitive support tasks and a disorganized warehouse that slowed order fulfillment and hurt the online customer experience.

Ben recommended and hired a full-time customer care specialist, implemented Olark live chat with proactive Targeted Chat rules, and reorganized the warehouse for efficient picking. Chat volume rose from ~40 to 215–460 chats/month, chatters converted at ~11–12% versus 1–2% for non-chatters, average order value for chatters was ~20% higher, and Ben attributes roughly $40,000 in six months to chat-driven sales; pageviews/session doubled and session duration quadrupled, while warehouse pick times dropped from two hours to 30 minutes.

Upper 90 Soccer

Ben Jata

Director of Operations