CASE STUDY
Global fashion retailer
The Challenge
A Fortune 100 company in the fashion space was looking for a way to turn lost sales into purchases. In order to complete more transactions, they needed to understand why potential buyers were leaving stores empty-handed – but a traditional survey wouldn’t be able to provide timely insights.
So, they opted for Chatter’s “Save Our Sale” feature: a solution that engages with non-purchasers as soon as they exit a store, before the window of opportunity closes.
The Solution
In early 2021, the company launched a 60-day pilot campaign with Chatter across 17 brick-and-mortar locations in the US.
As shoppers left a given store, they received a feedback request on their mobile device. By engaging with the prompt, they initiated an SMS-based conversation inquiring about their in-store experience. If the individual was a non-purchaser, Chatter’s AI continued to ask questions to identify the root of the issue.
In the event that a consumer didn’t purchase because of an inventory reason, the AI provided a link to purchase it online (if available). Each link was trackable, allowing the company to understand how many purchases were completed thanks to Chatter’s intervention.
3.6X
ROI
5%
Of lost sales saved
The Results
Throughout the campaign lifecycle, 29% of the feedback received was from non-purchasers. Among those shoppers, 38% of them had abandoned their in-store purchase due to inventory issues.
When provided with a link to the in-stock item, 19% navigated to the brand’s website. Finally, 22% of those who clicked the link ended up completing the transaction, transforming an in-store miss into an online success.
During the 60-day pilot program, this F100 company successfully saved 538 sales – that’s more than a 3.6X return on their Chatter investment.