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Customer support

David's Bridal · LivePerson

Vendor-reportedRetail & e-commerceScaledEnterpriseNLPLive 2019

Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.

Reported by liveperson.com (vendor self-report). Checked against the source page on 2026-09-06. 4 of 4 figures below appear on that page word for word.

The problem

Brides calling stores for appointments when stores were closed or agents were busy, leading to lost business and poor in-store customer experience.

What was deployed

Vendor
LivePerson
Products
conversational commerce, Interactive Voice Response (IVR) deflection, SMS messaging, concierge bot, appointment bot, Apple Business Chat, Apple Messages for Business, LivePerson’s secure forms feature
Technique
NLP
Build or buy
Bought off the shelf
Deployment
SaaS

What changed

Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.

41%customers opting to use text

“41% of customers opted to use text”

Quoted word for word from the source

>60NPS score

“>60 NPS score”

Quoted word for word from the source

90%first call resolution

“90% first call resolution”

Quoted word for word from the source

30%callers choosing to message insteadWithin 30 days

“Within 30 days, 30% of callers were choosing to message instead.”

Quoted word for word from the source · round percentage, no baseline given

“I absolutely love this texting way of communication! Very fast and efficient! Thank you! Today my questions were answered completely!”
— one customer

Sources

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