Overview
Industry
Fashion & Apparel
Region
United States
Company Size
1K Employees
Featured Solution
AI-Powered Storefront Assistant
About the Client
The client is a mid-market direct-to-consumer women’s clothing brand that focuses on inclusive sizing and a clean, minimalist aesthetic. The brand has built a loyal following through curated seasonal drops and a strong presence on Instagram. Its growing customer base and consistent engagement reflect strong market interest.
Context
Despite consistent traffic to its Shopify store, converting first-time visitors remained a challenge for the client. A large share of shopping sessions used to end without a purchase. One major reason was delayed customer support during the buying journey.
As inquiries continued to pile up, the support team struggled to keep pace. The problem became even more visible after business hours, when shoppers had no immediate way to resolve concerns around sizing, delivery, or product details. Many simply abandoned their carts instead of completing the purchase.
Over time, rising cart abandonment and delayed customer support began exposing deeper friction points across the shopping experience. Leadership needed a scalable way to make the storefront more responsive and conversion-friendly without increasing headcount.
Business Challenges
No Round-the-Clock Support
Customer queries about sizing and delivery went unanswered outside business hours. Every missed conversation was costing a potential sale
High Cart Abandonment
Over 72% of sessions with items in the cart didn’t end in a purchase. There was no in-session guidance to move hesitant shoppers toward checkout.
Weak Product Discover
The native search bar demanded exact product names. Shoppers who browsed by feel or description hit dead ends and left without finding what they came for.
Zero Upsell Capability
Nothing in the storefront prompted complementary purchases mid-session. Revenue per visitor remained well below category benchmarks.
Fit and Size Anxiety
First-time buyers hesitated because they couldn’t visualize how a garment would look on them. This uncertainty drove both purchase hesitation and elevated return rates.
Fragmented Session History
Returning shoppers had to start fresh every time. Their past browsing and preferences were not retained, resulting in lower repeat purchase rates and no foundation for personalization at scale.
Solutions
1. Conversational Shopping
Team Grazitti embedded an AI-powered chatbot into the client’s Shopify storefront to function as a 24/7 digital salesperson. Shoppers could describe products in natural language, allowing the bot to interpret intent and surface relevant recommendations instantly without relying on exact keywords.
2. Direct Add-to-Cart
Rather than redirecting shoppers to product pages, the bot allowed items to be added to the cart mid-conversation. This kept the shopper inside the buying moment and removed a layer of friction that often precedes drop-off.
3. Store Knowledge Base
The bot handles common customer queries such as shipping timelines and exchange policies. It provides accurate responses at any time. Support is available around the clock, without depending on staff availability.
4. Consolidated Cart View
By reading cart contents in real time, the bot gave shoppers a clear, unified view of what they’d already selected. This reduced confusion and helped customers make more confident decisions before checkout.
5. AI Virtual Try-On
Shoppers could upload a photo and see how a garment would look on them. This reduced fit anxiety and helped first-time buyers feel confident enough to purchase.
6. Voice Search
Hands-free product discovery through voice commands made browsing faster and more accessible. This was especially useful for mobile users on the go.
7. Seamless Checkout
Once a shopper was ready to buy, the bot routed them directly to the checkout page. No extra steps, no additional drop-off points.
8. Multi-Session History
Returning visitors no longer start from zero. Persistent chat history across sessions gave the experience continuity and made the brand feel like it actually remembered them.
Business Outcome
The AI chatbot reshaped how shoppers moved through the store. Real-time guidance reduced friction and kept carts active. As a result, more sessions reached checkout. First-time buyers gained additional confidence through a virtual try-on experience that made sizing and fit easier to visualize before purchase. Timely product suggestions increased upsell revenue per visit, while round-the-clock support enabled instant query resolution.
Highlights
38%
Reduction in Cart Abandonment
2.4x
Increase in Upsell Revenue Per Session
91%
Support Queries Resolved by the Bot
24/7
Storefront Coverage
Conclusion
By implementing Adobe Marketo Dynamic Chat, the organization transformed how it engages with prospects and manages leads. Manual bottlenecks were replaced with intelligent automation, enabling faster responses and more efficient lead handling.
With improved efficiency, reduced costs, and enhanced user experience, the customer is now better positioned to scale demand generation efforts while maintaining consistent engagement quality.
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