News

Nine West implements LivePerson engagement software

June 30, 2014

LivePerson Inc., a provider of live digital engagement solutions, has announced Nine West Group's successful integration of LiveEngage into the Demandware Commerce platform for its website, www.ninewest.com.

According to the companies, the LiveEngage platform helps Nine West meet evolving consumer demands for a more seamless digital shopping journey, and has simultaneously improved the brand's customer reported satisfaction, increased incremental revenue, and reduced support costs.

Specifically, Nine West reports the following results for the period covering the first four months of implementation of LiveEngage:

• 10 percent higher average order value on orders placed after using LiveEngage, compared with the AOV on non-live chat assisted transactions on Ninewest.com;
• 15 percentage point higher conversion rate for visitors using live chat, compared with the conversion rate for non-chat assisted visitors on Ninewest.com; and
• 3 percentage point higher customer satisfaction rate reported in live chat surveys by visitors using LiveEngage platform than reported in online surveys by visitors to Ninewest.com.

"At Nine West, not only are we passionate about providing our customers with fashionable and accessible products, we are equally committed to delivering an exceptional shopping experience, whether a customer is online or in store," said Sandie Ryan, director of customer service for Nine West Group. "By working with technology partners like Demandware and now LivePerson, we are able to deliver a seamless commerce experience and meaningfully engage our customers with personalized assistance during their online journey."