E-commerce/Anonymised
An e-commerce cosmetics brand
Round-the-clock product consultation, order tracking answered in the call, and outbound follow-up that goes after abandoned carts.
- 40%
- Abandoned carts recovered
- > 50%
- FAQs answered without a human
- Higher
- Monthly phone order revenue
Share of customers who had abandoned a cart and were converted into buyers by personalised outbound reminder calls.
Frequently asked questions, on product usage and order status, resolved around the clock with no human involvement.
Revenue from direct telephone orders rose once calls outside business hours were no longer left unanswered.
The starting position
- Repetitive product questions, on usage and on order status, arriving all day and well outside business hours.
- Abandoned shopping carts with no follow-up beyond an email that mostly went unopened.
- Calls outside business hours going unanswered, and the orders inside them going elsewhere.
What was built
- 01Agents give product consultation on demand, including detailed questions about how the product is used.
- 02Order tracking is answered directly from the order system during the call, rather than promised as a callback.
- 03Personalised outbound reminder calls follow up on carts that were left behind.
Recognise the starting position?
Talk it through