Facebook Provides Customer Service Outlet for Calgary-Based Online Retailer

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Ability to communicate with customers off-site contributes to success of online Boxing Day sale for http://www.liveoutthere.com after traffic spike causes temporary downtime

Calgary-based outdoor apparel retailer Live Out There.com (http://www.liveoutthere.com) was ready to take Boxing Day by storm with a stockroom full of heavily discounted merchandise. Unfortunately, when the online doors opened at 11AM, traffic volume was so high that LiveOutThere.com crashed, infuriating and confusing customers and employees alike. Customers turned to the Live Out There Facebook page for answers, where employees were able to explain the situation and provide one-on-one customer assistance as IT worked to solve the problem.

“Without our Facebook page we would have had no way to communicate with our audience during our downtime,” says Marketing Director Dave Nagy. “We are so thankful we had a resource like Facebook that allowed us to connect with our customers.” The Live Out There marketing team worked hard to promote the sale, using social media, online deals forums, e-mail and advertising campaigns, and word-of-mouth to get the word out. And it worked—almost too well. Almost as soon as the sale began the site went down due to an enormous traffic spike.

Anxious customers headed to Facebook to find out what was going on. Erik from Calgary said “Servers are totally overwhelmed! This is disappointing.” Customer service and IT worked hard all day to assist customers and find the source of the server problem.

Mike praised Live Out There’s efforts, saying “These problems happen but it is how you deal with them that I care about. I was very impressed to see someone monitoring [Facebook] and finding ways to help people and keep them informed! I know from experience many other companies would not have done this.” Jason from Ontario was especially pleased with the Customer service department, “I'm thinking that Alex Gillson has done yeoman's work today and deserves a raise. And a beer.”

In the end, the sale was a great success and Live Out There (http://www.liveoutthere.com) enjoyed their biggest sales day ever, greatly exceeding Boxing Day sales from the previous year. “It’s great to see so many people excited about our deals,” says President and founder Jamie Clarke. “We can’t wait for next Boxing Day!”

Live Out There (http://www.liveoutthere.com) is an independent Calgary-based online outdoor retailer. Operating since 2009, Live Out There.com serves all of Canada, selling high-end outdoor apparel brands such as The North Face, Mountain Hardwear, Arc’teryx, Marmot, and Icebreaker.


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Jamie Clarke

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