Nine West invests in digital engagement solution

Nine West has integrated LivePerson’s LiveEngage digital engagement solution into the Demandware Commerce platform for its website.



According to LivePerson, 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.



Nine West reported the following results four months after implementing LiveEngage:

• 10% higher average order value (AOV) on orders placed after using LiveEngage, compared with the AOV on all non-live chat assisted transactions on Ninewest.com.


• 15 percentage points higher conversion rate for visitors using live chat, compared with the conversion rate for non-chat assisted visitors on Ninewest.com.


• 3 percentage points higher customer satisfaction rate reported in live chat surveys by visitors using LiveEngage platform than reported in online surveys by visitors to Ninewest.com.

Nine West’s e-commerce sites was the first of the branded websites operated by the company to deploy the LiveEngage platform. The company signed a contract with LivePerson in late August last year and had the solution up and running by end of September to meet peak holiday shopping season demand.



"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, customer service, 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."



"LivePerson's pre-built integration for Demandware Commerce made it easy to implement LiveEngage in our existing environment and we saw almost immediate bottom-line results," added Milton Pappas, president, e-commerce, Nine West Group. "We have deployed the LiveEngage platform to other websites we operate, including for the Jones New York and Easy Spirit brands, and look forward to seeing results in the coming weeks."