Background
StyleHub Fashion is a direct-to-consumer retailer selling across its own Shopify store, marketplaces, and social channels. A 72% cart-abandonment rate and multi-hour support response times were capping conversion and pushing buyers to competitors. Support was over-staffed on repetitive queries and under-staffed on escalations.
Approach
We deployed an AI shopping assistant across web chat, SMS, WhatsApp, and Instagram DMs, with a consistent persona and full conversation context carried across channels. The agent handles product discovery, size/fit questions, order status, returns, and cart-recovery nudges — escalating only on complex complaints or high-value customers.
Implementation
Deployment was six weeks: product catalog ingestion, Shopify + Klaviyo + Gorgias integration, channel provisioning, and a pilot on 10% of traffic before full rollout. Cart-recovery sequences were A/B tested against the existing email-only flow.
Outcome
Over the following two quarters, StyleHub saw revenue up 28%, cart-recovery rate at 18% (vs. 4% email-only baseline), average support resolution time down from hours to minutes, and the AI handling 50,000+ conversations/month — with human support headcount flat and CSAT up.
“Our AI understands our customers better than our human agents did. Sales are up 28% and support costs are down 45%.”
— Jessica Thompson, Director of E-commerce, StyleHub Fashion