Humankind is adigital concierge platform for eCommerce brands that helps enhance customer experience and conversion rates by allowing them to connect with real human experts via SMS, providing personalized product recommendations based on the information gathered from the shoppers.
CVT improved CVR and AOV with personalized expert recommendations.
27%
Conversion rate increase after integrating Humankind.
45%
Increase in average order value due to expert recommendations.
1.
Situation
Cascadia Vehicle Tents (CVT), a leader in Roof Top Vehicle Tents, Awnings, and Car Camping Equipment, observed a high rate of cart abandonment during checkout. Customers often hesitated to finalize their purchases due to the high consideration and cost associated with buying vehicle tents. This challenge called for a solution to provide customers with more clarity, assistance, and confidence in their purchasing decisions.
2.
Task
The primary task was to improve CVT's conversion rate (CVR) and average order value (AOV). The team hypothesized that integrating a personalized, human-led shopping experience would address customers’ concerns and encourage them to complete their purchases. By providing expert recommendations through Conversational Commerce, they aimed to eliminate shoppers' fears of misordering and enhance their overall shopping experience.
3.
Action
CVT partnered with Humankind, a Conversational Commerce platform, to introduce a personalized shopping experience via SMS. An expert familiar with CVT's catalog and the camping world was integrated into the eCommerce process. This expert engaged with shoppers through an initial questionnaire to understand their needs, then provided tailored product recommendations. The personalized guidance reassured buyers that they were making informed and fitting choices.
4.
Result
The integration of Humankind's personalized shopping experience led to notable improvements for CVT. Their conversion rate surged to 27%, meaning that 27% of engaged customers followed through to checkout. Additionally, the average order value increased by 45%, as the expert’s comprehensive recommendations led customers to add more value to their purchases. These results indicated a significant boost in both customer confidence and revenue.
Keywords
CONVERSATIONAL COMMERCE
PERSONALIZED SHOPPING EXPERIENCES
ECOMMERCE CONVERSION RATE
AVERAGE ORDER VALUE
CASCADIA VEHICLE TENTS
GATHR OUTDOORS
SMS MARKETING
CUSTOMER CONFIDENCE
HUMAN-LED PERSONALIZATION
OVERLANDING EQUIPMENT
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1.
Does your platform support both AI-driven chatbots and live human chat, or is it only one of these?
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2.
How does your AI chatbot handle complex queries, and can it escalate conversations to live agents?
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3.
What messaging channels do you support (website chat, SMS, WhatsApp, Facebook Messenger, Instagram, email, voice, etc.)?
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4.
How does your chatbot handle personalization using customer data (order history, past interactions, browsing behavior, etc.)?
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5.
Can your chatbot support automated product recommendations and guided shopping experiences?
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6.
How does your platform integrate with our existing tech stack (Shopify, Magento, Salesforce, Klaviyo, Google Analytics, etc.)?
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7.
Do you offer AI-driven sentiment analysis and customer intent detection?
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8.
How do you measure chatbot and live chat performance (CSAT scores, conversion rates, resolution time, retention impact)?
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9.
Do you support AI training and custom chatbot workflows for different customer journeys?
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10.
Do you offer proactive chat triggers based on user behavior (e.g., cart abandonment, exit intent, repeat visits)?
