Lucchese has handcrafted boots since 1883. Their customers are loyal, but a boot is a sensory, considered purchase — and online sales were flat next to the store. Lucchese was the first brand to go live on Immerss co-shopping, and it changed the math.
Lucchese boots range from $500 to $13,000, and buying them has always been a sensory experience — customers want to see, feel, even smell the leather. Online sales stayed flat compared with the store.
Lucchese needed a way to virtually reproduce the in-person buying experience customers got in a bricks-and-mortar showroom — without asking them to travel to Texas.
With Immerss, Lucchese connects online shoppers directly to expert associates over live video and chat — a one-to-one clienteling experience as close to a store visit as possible. They repurposed a physical showroom into a digital one, staffed by dedicated salespeople.
Lucchese was the first client on Immerss’s clienteling MVP, going live in January 2020. Training took little time; most of it went into product storytelling — because each boot has a story a product page can’t tell.
The Lucchese online shopping experience — live co-shopping in action.
The challenge is figuring out how to drive more traffic through Immerss, because the conversion rate is so much higher. It’s obviously a better experience for customers.— David Berger, Director of Digital Commerce, Lucchese
Even when only a small share of website visitors connect with a salesperson, those who do convert at a dramatically higher rate: on average 29.7% of shoppers who take a live consultation make a purchase. And average order value climbed 62%.
Over the years since, Lucchese has attributed tens of thousands of orders — and millions in sales — to Immerss, all from a digital showroom that reproduces the in-store experience their customers love.
The advice I’d give anyone considering a technology like Immerss is to be open to testing different models. Anything that gives you a closer, more personal interaction with your customer is a good thing.— David Berger, Director of Digital Commerce, Lucchese
One install, three tools. Lucchese leads with live, one-to-one Co-Shopping — the in-store showroom, online.
Shoppers reach a real associate on live video and chat, one-to-one — a digital showroom staffed by dedicated salespeople.
Lucchese’s coreA 24/7 assistant that knows the catalog, answers questions, and guides shoppers toward a consultation or checkout.
Always onOne-to-many live streams and shoppable recordings extend each associate’s reach to a bigger audience.
Add-onInstall Immerss on Shopify, WooCommerce, Salesforce or any store — and put an associate one tap away.
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