The use case: how The RealReal deploys LivePerson
The RealReal uses LivePerson's Conversational Cloud for messaging channels such as Apple Messages for Business, AI chatbots and automation, and conversational intelligence to analyze customer conversations. It also uses LP 360 managed services to add agents and speed up the build, and routes VIP customers to dedicated teams.
More reported results
Figures published in LivePerson’s case study. They are not independently measured by usedby.
The impact of LivePerson’s Conversational Cloud platform was felt right away: customer satisfaction improved by 10%.
Today, The RealReal team has one of the lowest agent attrition rates in the industry, a CSAT score of 95% on messaging, and a wait time of less than a minute on voice channels.
The adoption of agent-facing conversational AI helped lower agent attrition to less than 3% voluntary attrition each month — an all-time low.
In the customer’s words
We are able to analyze real-time, verbatim feedback, which is something I personally do every single morning to understand our customers’ wants and pain points.Other companies using LivePerson
Customers across industries, with public evidence.
See all LivePerson customers
Go straight to the source
Based on LivePerson’s published case study. We check the public evidence; the results are reported by the vendor.
liveperson.com- Source published
- Dec 11, 2023
- Last checked
- Oct 24, 2026
Open source capture What the story claims, and what we checked
What we compared with the page.
- The figure: 6 weeksChecked
The figure is on the page; its label is our wording.
- The passage quoted aboveChecked
Copied word for word from the page, near the name of The RealReal.
- The numbers in our summaryChecked
Each one is printed on the page.
- The publication dateChecked
Read from the page’s own metadata, never guessed.
- The RealReal uses LivePersonChecked
Confirmed line.
- The result itselfNot checked
We quote it; we did not measure it.
In addition to their traditional contact center IVR, The RealReal added an option for customers to move the conversation to a messaging channel of their choice. With so many users contacting The RealReal through iOS devices, setting up Apple Messages for Business was a must