High-Volume Sales Support for a U.S.-Based E-commerce Fashion Brand

1. Cart Abandonment Recovery Campaigns

We integrated with the client’s Shopify store and Klaviyo CRM to detect:

• Users who added items but left without purchasing
• Repeat visitors with high-value carts
• Customers who clicked on a checkout link but bounced

Our actions:

• Triggered live chat prompts 30 seconds after cart abandonment (e.g., “Still deciding? Let me know if you have questions about sizing or delivery!”)
• Sent personalized recovery emails within 1–3 hours including dynamic product images
• Offered limited-time discounts (e.g., 10% off) to high-value customers on request
• Followed up with a second email in 24 hours highlighting best sellers or urgency

💥 Result: Cart recovery rate rose to 28.7%, compared to the fashion industry average of 10–12%.

2. Upselling & Cross-Selling via Support Channels

Our agents were trained on:

• Product pairings (e.g., "This blouse looks great with our slim-fit trousers.")
• Accessory suggestions based on cart contents
• Real-time stock updates and incoming items

We added:

• Product carousels in chat windows
• “Complete the look” sections in post-sale emails
• Gentle upselling scripts during live sessions ("Would you like to add a matching belt for $8 off?")

This led to an average order value increase of 16.4% over 6 months.

3. Promotion & Discount Code Management

During campaigns like Black Friday and Spring Sales, we:

• Answered all promo-related inquiries within 2 minutes
• Ensured codes worked for eligible carts
• Created urgency by updating countdowns in real time (“Only 2 hours left for 20% off sitewide!”)
• Handled refunds/adjustments when codes didn’t apply as expected

We also tracked code misuse and escalated edge cases.

4. Product Inquiries & Sizing Assistance

Many customers reached out asking:

• “Will this stretch after wash?”
• “Is this true to size?”
• “Do you ship to Canada?”
• “Will this match the sandals from your May collection?”

Our team had access to:

• A shared product knowledge base updated weekly
• Sizing charts and customer feedback reports
• Lookbooks for matching suggestions
• Shipping calculators and return policy info

By answering quickly and confidently, we prevented drop-offs and improved customer trust.

5. Customer Re-Engagement Campaigns

We reactivated inactive customers (no purchase in 90+ days) with:

• Targeted “We miss you!” emails including 15% off
• Restock notifications based on previous favorites
• Personalized style recommendations based on order history
• Birthday and seasonal coupon emails

This strategy resulted in a 21% re-engagement rate among lapsed customers.

6. Post-Sale Follow-Ups & Review Collection

After every successful purchase, we:

• Sent thank-you notes and style care tips
• Recommended complementary items for next order
• Requested reviews with embedded image upload options
• Monitored returns and followed up with alternative suggestions

Not only did this encourage repeat purchases, but it also boosted product reviews by 38%, helping organic conversions.