Founding Partner

How Liberty Skis used conversations to lift their revenue

Liberty Skis, traditionally a staple in specialty retail and local ski shops, embarked on a direct-to-consumer model during the pandemic. The challenge was to recreate the in-store shopping experience online, guiding customers through the complex world of ski selection, and to offer support outside of typical business hours. Their collaboration with Remark became their solution, offering 24/7 expert assistance and carving out a unique competitive advantage.

Results

The numbers show that when Liberty provided a white-glove service to their shoppers it led their shoppers to buy more and to buy more often.

15%

Of purchasers first chatted with an expert

98%

Customer Satisfaction Score

13s

Average Pairing Time

Overview

Liberty Skis, traditionally a staple in specialty retail and local ski shops, embarked on a direct-to-consumer model during the pandemic. The challenge was to recreate the in-store shopping experience online, guiding customers through the complex world of ski selection, and to offer support outside of typical business hours. Their collaboration with Remark became their solution, offering 24/7 expert assistance and carving out a unique competitive advantage.

"Remark has transformed the way we interact with our shoppers. We know that our customers purchase more appropriate products (and purchase more frequently) when we connect with them directly, and Remark has enabled these connections on a massive scale, dramatically increasing both customer satisfaction and revenue."
Dan Chalfant
Dan Chalfant
CEO
@
Liberty Skis

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.

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