Fluxe and Co. Her questions are not ones she wants to type into a chat box.

De uitdaging

Fluxe and Co sells reusable leak-protection underwear built for women in their sixties and seventies. Up to twelve hours dry, eight times the capacity of a pad, machine washable for 250 washes, and cut to look like ordinary underwear rather than a medical product.

Two things about that customer change everything downstream. She is older than the DTC average, so the telephone is a normal way to buy rather than a last resort. And the product is private, so the questions she needs answered are exactly the ones she will not put in writing.

An abandoned checkout here is almost never about price. It is a woman who reached the payment screen and stopped, because nothing on a product page told her whether this would work for her specifically, and there was nobody to ask.

De oplossing

Sophie calls the abandoned checkouts and confirms the orders. Monica answers the line, which the brand publishes in the header of every page rather than hiding behind a contact form.

The two jobs look nothing alike once you count the seconds. Sophie's 1,507 completed outbound conversations average 35 seconds. Monica's inbound calls run 110 seconds, three times as long.

That ratio is the case study. Outbound recovery is a short, useful nudge. An inbound call from this customer is a conversation she has been working up to, and rushing her off the phone would be the single worst thing the brand could do.

Six workflows run behind it, with a deliberately heavy set of brakes in front. 102 calls blocked by state rules, 69 by the internal do-not-call list, and 316 held back for falling outside calling hours. With this audience a call at the wrong hour is not an irritation, it is a reason never to buy again.

• 📞An answering line published in the site header, not buried in a contact form
• ⏱️Inbound calls run 110 seconds, three times the length of an outbound nudge
• 🛡️487 calls deliberately not made: state rules, do-not-call, and outside calling hours
• 🔁80 recovered checkouts averaging $98.95, worth more than the orders that never stalled

De agents op dit account

Sophie

Abandoned checkout recovery and order confirmation

1,507 conversations, 35 sec

Monica

Inbound, the questions she will not type

110 sec average call

De resultaten

The recovered checkouts are worth more than the ordinary ones. $98.95 average against $79.87 for orders that never stalled, because the basket that needed a conversation was the bigger basket to begin with.

Voorbij de cijfers

De echte doorbraak kwam toen we ontdekten waarom klanten überhaupt afhaakten. De gesprekstranscripties van Callsy brachten de terugkerende bezwaren aan het licht:

Die inzichten werden vertaald naar verbeteringen in FAQ's, landingspagina's en e-mailflows. Bezwaren worden eerder weggenomen, zodat minder winkelwagens überhaupt worden verlaten.

Wat komt er nu

Recovery converts at roughly 5% here, 80 saved from 1,507 completed conversations. Middling as a rate, excellent as economics, because the recovered basket is worth a quarter more than the average one.

993 delivered messages against 1,538 conversations, a far heavier SMS mix than the phone-first accounts. With this audience a text that says plainly who just called, and leaves a number, does real work.

The inbound line is still the smaller half: 31 answered calls against 1,507 outbound. For a brand whose customer prefers the phone and whose questions are too private to type, that is the obvious place to grow next.