13s
Average Pairing Time
98%
Customer Satisfaction Score
15%
Consulted With an Expert
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“Remark has enabled connections on a massive scale, dramatically increasing both customer satisfaction and revenue.”
How we did it
Recognizing that the technical specifications and model differences of skis can be a barrier to selection for many customers, Liberty Skis harnessed the power of Remark’s chat service. Addressing key questions like ski size, type, suitability for specific conditions, model differences, and brake widths, the service mirrored the in-person shopping experience. This strategy kept potential buyers on the Liberty Skis website while providing them with the answers they were seeking.
Furthermore, Liberty Skis identified an opportunity in extending chat availability beyond normal hours. Catering to customers shopping after work or on weekends - times correlated with high purchase intent - proved to be a strategic advantage, leading to increased sales and brand loyalty.
"Nice — appreciate the nice expert advice, made a great impression on me, I’ll remember it when I think of Liberty."
Parting words
The integration of live chat support has been instrumental in enhancing customer experience on Liberty Skis' website. By keeping customers on the site while searching for additional information, sales were noticeably boosted. In addition, customers greatly appreciated interaction with a knowledgeable, real ski expert. This not only satisfied immediate query needs, but also built trust and loyalty to the Liberty Skis brand.
