MyLoveMyTreasure. The jewelry sold itself. The lifetime guarantee needed a phone call.

O desafio

MyLoveMyTreasure sells maintenance-free fine jewelry to a mostly US audience, more than 221,000 customers deep. Tarnish-free, waterproof, lifetime color guarantee. Wear it in the shower, wear it to the gym, never polish it.

That promise is the whole business, and it is also the problem. It is the exact claim a shopper has heard before from a brand that sold her something that turned green by week three. The better a guarantee sounds, the more it needs someone to stand behind it out loud.

On top of that the store runs a heavy promotional calendar. Halloween at up to 43% off, a mystery discount, rotating bundle offers. Discount-led traffic fills carts quickly and abandons them just as quickly, because a good share of those shoppers are still working out whether the deal is real.

Email and SMS were already working that gap. Neither of them answers a question.

A solução

The brand handed Callsy the whole order lifecycle rather than just the abandoned cart. Five workflows run against the Shopify store: abandoned checkout recovery, order confirmation, delivery and upsell, and a feedback call on cancelled orders. Three AI agents carry them, named Sophie, Monica, and one the team simply called Callsy.

Every agent was loaded with the brand's own knowledge base before it placed a single call. The tarnish-free claim, the waterproof rating, the lifetime color guarantee, and the specifics of what that guarantee covers. So when a shopper asks whether she can really shower in it, she gets a one-sentence answer instead of a link to an FAQ page.

The live offer travels with the call. Whatever bundle or seasonal discount is running that week, the agent carries it into the conversation and can hand over the code mid-sentence. Across 3,571 analysed calls, 1,318 turned on exactly that. More than one in three.

The system is also deliberate about when it stays quiet. 539 calls were held back because the shopper's local time fell outside engagement hours, 466 were stopped by US state calling rules, and 240 by the internal do-not-call list. That is more than 1,200 calls a cheaper setup would have placed, and a brand selling to 221,000 women cannot afford to place them.

• 💍Tarnish-free, waterproof and the lifetime guarantee answered on the call, not linked to
• 🎁The week's live offer carried into the conversation, code handed over mid-call
• 📦Order confirmation, delivery and upsell, and cancelled-order feedback, not only cart recovery
• 🛡️Quiet hours, US state rules and the internal DNC list enforced before anything dials

Os agentes da conta

Sophie

Abandoned checkout recovery

3,501 conversations

Monica

Order confirmation, delivery and upsell

154 follow-on orders

Callsy

Inbound, when the customer calls back

59 sec average

Os resultados

329 attributed events across 312 individual customers, and a 0% revocation rate: not one of them was reversed. 3,501 recovery conversations averaged 29 seconds each, which works out to roughly $10.50 of recovered revenue for every conversation the agent completed.

Além dos números

O verdadeiro salto veio ao descobrir por que os clientes abandonavam em primeiro lugar. As transcrições das chamadas da Callsy trouxeram à tona as objeções recorrentes:

Essas informações viraram melhorias nas FAQs, nas páginas de destino e nos fluxos de e-mail. Tratando as objeções mais cedo para que menos carrinhos cheguem a ser abandonados.

O que vem agora

Cart recovery is where most brands stop. MyLoveMyTreasure pointed Callsy at the rest of the order instead, which is why 154 of the 329 attributed events are not cart recoveries at all. They are orders placed after a confirmation or delivery call, worth $15,887 on their own.

Inbound is already running quietly in the background. 58 customers have called the number back and talked to the agent rather than a person, averaging 59 seconds, roughly twice the length of an outbound recovery call. People stay on longer when they are the ones who dialled.

The seasonal calendar is the obvious next lever. Every bundle and every holiday offer is a reason to call a list that has already bought once, and there are 11,656 contacts sitting in the system.