AI-Powered Cart Recovery and Customer Support Automation for a DTC Brand
A DTC health and wellness brand with strong acquisition had cart abandonment above 78% and an 18-hour average support response time. The funnel had holes at both ends. We fixed both.
The problem
A DTC health and wellness brand with strong acquisition had cart abandonment above 78% and an 18-hour average support response time. Their Trustpilot score was slipping.
"We were spending heavily on paid acquisition, running great campaigns, and then losing people at checkout. And when customers had questions, we were too slow to convert them. The funnel had holes at both ends."
What we built
We built a multi-layered recovery and support system. For cart abandonment: behaviour-triggered email and SMS sequences personalised by product category and purchase history, with copy generated dynamically by Claude. For support: an AI agent trained on product documentation and past tickets that resolves 68% of enquiries autonomously.
The automation timeline
Results
Cart recovery climbed from 4.8% to 31.2% within six weeks. Average order value increased 2.4x. First response time dropped from 18 hours to under 90 seconds.