Shapermint Case Study

Overview

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.

The Ada Difference

15%

Increase in daily customer engagement

50-50

Shifted support to 50% email,
50% live chat

+20

Cost savings allowed Shapermint to hire 20 additional agents

98%

CSAT Score

Automation First With Ada

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.

"When our company grew from 0 to 4 million customers in two years, it was nearly impossible to scale our one-to-one customer experience at the same pace. Now with Ada, our agents have more time to connect with customers to solve complex problems and our customers always have quick access to help right when they need it.”

Lorissa Ancheta  Customer Care Manager

Introducing No-Code AI in Weeks

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.

Minimizing Wismo and Product Returns

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.

Elevating Agent Value, Using Humans Wisely

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.

Personalized Support at Scale

Rachel Mint embodies Shapermint’s positive attitude and helpful persona in every answer provided. The chatbot’s greetings and messages are personalized to the customer depending on their previous chat experience, journey, and input.

Shapermint + Ada