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Traeger Pellet Grills, LLC: Providing Connection and Community for Loyal Fans
Technology Category
- Application Infrastructure & Middleware - API Integration & Management
Applicable Industries
- Consumer Goods
Applicable Functions
- Sales & Marketing
The Challenge
Traeger Pellet Grills, a company that markets outdoor cooking grills, was looking to grow its e-commerce sales and make customer service more efficient and effective. They wanted to launch a live chat channel to provide an efficient and effective channel for customer service, increase e-commerce sales with a sales support channel, and protect and support a brand that has intensely loyal followers. The company had a website but it was not doing much e-commerce. The focus was on pointing people to their dealer network. However, they wanted to take a much more aggressive approach to direct selling.
About The Customer
Traeger Pellet Grills, LLC is a company that markets outdoor cooking grills. The company was founded in the early 1990s by the Traeger family and has its headquarters in Wilsonville, Oregon, and an office in Springville, Utah. The company’s products have been available across the country since 2009. The company has built an intensely loyal following since its grills were introduced in the early 1990s. The wood pellets provide unique flavor, and the grills have the flexibility to grill, bake, smoke, slow cook, braise, and barbecue. For nearly 20 years, the Traeger family marketed the grills in limited quantities—and only in the Pacific Northwest—from their headquarters in Wilsonville, Oregon. But five years ago, the company’s new owners began to take the products to the national market.
The Solution
Traeger Pellet Grills deployed a LivePerson solution three years ago, with Click to Chat and proactive chat invitations for both sales and customer service functions. Sales and customer service agents now field more than 2,400 live chat conversations monthly, and the channel has been an important factor in a 20 percent increase in average order values for the website. The company also added a personal touch to the sales and customer service experience by launching a live chat engagement channel. They researched several live chat providers and settled on LivePerson because of its comprehensive view of digital engagement and leadership in the industry. The LiveEngage platform went live with the opening of the center in November 2013.
Operational Impact
Quantitative Benefit
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