# How The RealReal uses LivePerson

**6 weeks** Onboarding time for Conversational Cloud platform

As published on [liveperson.com](https://www.liveperson.com/resources/success-stories/trr-digital-customer-experiences/), December 2023. Captured by usedby on 2026-10-24.

- Company: [The RealReal](https://www.usedby.ai/companies/the-realreal.md)
- Tool: [LivePerson](https://www.usedby.ai/tools/live-person.md)
- Industry: [E-commerce & D2C](https://www.usedby.ai/companies/industry/e-commerce-d2c.md)
- Teams: Client Services, Consignment Concierge, VIP success

## 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.

Summary written by usedby from the source page, in English. The figures are those of LivePerson and The RealReal, not ours.

> 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

- **10%**: “The impact of LivePerson’s Conversational Cloud platform was felt right away: customer satisfaction improved by 10%.”
- **95%**: “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.”
- **3%**: “The adoption of agent-facing conversational AI helped lower agent attrition to less than 3% voluntary attrition each month — an all-time low.”

> 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.
>
> Holly Carroll, VP of Client Services at The RealReal

Source: [liveperson.com](https://www.liveperson.com/resources/success-stories/trr-digital-customer-experiences/), captured 2026-10-24.

## Other companies using LivePerson

- [Betcris](https://www.usedby.ai/companies/betcris.md) — Confirmed
- [Bupa](https://www.usedby.ai/companies/bupa.md) — Confirmed
- [Conduent](https://www.usedby.ai/companies/conduent.md) — Confirmed
- [Frost Bank](https://www.usedby.ai/companies/frost-bank.md) — Confirmed
- [Getnet](https://www.usedby.ai/companies/getnet.md) — Confirmed
- [HSBC](https://www.usedby.ai/companies/hsbc.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-24.

- Checked: the figure 6 weeks is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of The RealReal.
- Checked: each number in our summary is printed on the page.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: The RealReal uses LivePerson. Confirmed line. Latest check across sources: 2026-10-24.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/the-realreal-s-digital-customer-experiences · How we check: https://www.usedby.ai/methodology