The challenge
Nova Threads doubled their order volume in a year, but support did not keep up. Two-thirds of tickets were order-status and returns questions, and abandoned carts were only followed up by a generic email.
What we built
- Launched an AI agent connected to Shopify and the shipping carrier that resolves tracking, sizing and returns questions instantly.
- Designed WhatsApp and email recovery journeys personalised with product, size and browsing history.
- Automated returns approvals and exchange orders with rules the team controls.
The results
Ticket volume fell by 68%, cart recovery quadrupled and the brand added an average of $41,000 in monthly revenue without hiring a single new support agent.