
Offering intimates, shapewear, and loungewear from 13 brands including its own two in-house brands (Empetua and true kind), Shapermint is every woman’s go-to e-commerce website for body confidence and empowerment.
To keep up with the company’s explosive growth, Shapermint understood that offering 24/7 live chat on their website would elevate their customer experience, drive sales, and keep up increasing demand. Shapermint partnered with Ada to scale up their synchronous customer engagement while simultaneously improving their industry-leading customer experience.
With their ACX Consultant at Ada, Shapermint launched their conversational AI chatbot, Rachel Mint, in under one month to prepare for the 2019 holiday season.
Shapermint positioned Rachel Mint at the top of the support funnel, proactively reaching out to website visitors to drive engagement, reducing barriers to purchase by answering common pre-sales questions, and resolving support inquiries post-purchase to save time for agents.
Rachel Mint was set up to integrate with Shapermint’s tech stack including Shopify for WISMO automation, as well as Zendesk Chat and Zendesk Support for seamless handoffs from Rachel Mint to human agents when needed.
With Ada's ACX Consultant, members of Shapermint’s non-technical customer service team designed and launched their AI-powered chatbot in less than one month. The customer service team set up both the Shopify and Zendesk integrations, without dependence on development resources.
Rachel Mint integrates with Shopify to provide customers with real-time order status updates, resulting in 75% resolution of WISMO inquiries via conversational AI. Using the same integration, Rachel Mint passes order information to the live agent making the entire experience seamless.
Ada allowed Shapermint’s customers to instantly self-serve 24/7, while Rachel Mint prioritizes critical and high-value customer cases, escalating them to Shapermint’s live agents and arming them with a chat transcript and relevant customer details, reducing both customer and agent effort. As a result, live agents were quick to help with average wait times under 20 seconds while driving a 50% increase in their share of sales generated versus the previous year.
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