Exciting News & Big Updates

April 10, 2013

UpSellit's SmartAgent®, a highly intelligent automated chat agent, has been used to boost sales and recover abandoning shoppers across nearly every vertical. When the brand-new social ecommerce experience known as Little Black Bag sought help recovering customers, SmartAgent® was put to the test--and passed enthusiastically.

Little Black Bag offers fashion-forward consumers a unique and engaging shopping experience. With Little Black Bag, customers purchase a mystery bag filled with a range of high-end beauty and fashion products that have been carefully selected to align with the shopper's personal taste and style. After unveiling the bag's contents, the consumer can trade items with other online members, transforming a typical shopping experience into a fun social event. Unfortunately, despite the company's innovative approach to sales, "Little Black bag was experiencing a drop-off at the last stages of checkout," according to Jeff Biesman, SVP of Marketing.

Right away, the customer recovery experts at UpSellit began an in-depth behavioral analysis of the site's abandoning customers. Research revealed that the segment most likely to abandon and never return was populated by first-time consumers abandoning the checkout process. Armed with a collection of valuable data, UpSellit approached Little Black Bag with a customer recovery strategy and began developing a highly customized automated chat agent. This newly personalized iteration of SmartAgent® deploys at the moment of abandonment to answer any lingering questions with carefully crafted responses that re-engage the abandoning customer.

The effects of the campaign were immediately noticeable. "With UpSellit's Abandonment Chat, we were not only able to raise the conversion rate by double digits, we were also able to significantly increase the lifetime value of those customers," commented Biesman. Within the first month, new customer acquisitions were up by 7.2%. Just four months later, this statistic jumped to 11.2% as a result of ongoing analysis and various tweaks.

To learn more about this custom-crafted campaign, download the case study by clicking the image above. The study gives an in-depth look at UpSellit's pay-per-performance approach to customer recovery and shows just how effective a personalized automated chat agent can be in building trust, providing incentive, and convincing abandoning shoppers to return and complete a purchase. For more information on UpSellit's industry-leading analytics and customer recovery strategies, call 1 (866) 504-9619 or write us at info@upsellit.com.