In 2018, we partnered with a trendy online fashion retailer that was experiencing significant growth across North America, Europe, and Asia. They specialized in affordable, fast fashion and had a high volume of daily visitors — especially during seasonal launches, influencer collaborations, and flash sales.
Despite their e-commerce success, their customer support was failing to keep up. Shoppers couldn’t get answers quickly, especially when it came to time-sensitive concerns like order status, sizing guidance, or return processing. Many abandoned their carts due to confusion or unanswered questions.
They needed a live chat solution that could:
That’s where we stepped in.
Live Chat Support
2018 – Present
United States (serving global customers)
24/7 Live Chat, Order Tracking, Size & Fit Assistance, Refund & Return Support, Product Recommendations, Cart Recovery, Pre-Sales Assistance
Our live chat strategy for this client combined human assistance, fashion expertise, and e-commerce tools to deliver fast, relevant, and friendly support to shoppers worldwide.
We didn't just train agents in support scripts. We trained them like fashion stylists who knew:
Agents were equipped with product guides, size charts, and a live inventory dashboard. This transformed our agents into virtual shopping assistants, not just support reps.
Using Tidio Live Chat and later integrating with Gorgias, we launched 24/7 multilingual chat in:
This allowed us to serve customers from multiple regions in their native language — something that had a direct impact on repeat purchase behavior and customer loyalty.
Our live chat support team implemented:
These personalized nudges turned hesitation into action, resulting in a 31% drop in cart abandonment in the first quarter alone.
Our team handled:
These chats weren’t just helpful they drove revenue, with an average 20% increase in basket value when shoppers engaged with chat before purchase.
We continued assisting customers after checkout, including:
This minimized frustration and reduced email backlog by over 45%.
As many fashion shoppers followed the brand on Instagram, we set up a chat integration with Instagram DMs, allowing agents to:
This blurred the line between marketing and support, helping to create a holistic brand experience.
| Metric | Before Our Involvement | After (6 Months) |
|---|---|---|
| Avg. Response Time | 3.5 minutes | 9 seconds |
| Cart Abandonment Rate | 58% | 27% |
| Pre-sale Chat-to-Sale Conversion | 4.8% | 18.2% |
| Refund Inquiry Volume | High | Dropped by 39% |
| Repeat Buyers | 23% | 41% |
| Average Order Value (with Chat) | $48 | $58 |
| Chat CSAT (Satisfaction) | N/A | 96.5% |
