Children’s Shoe Brand Uses AI Shopping Assistant to Optimize Conversion Opportunities and Scale Customer Service

Meeting Shopper Needs With A Small
Customer Service Team

As a small business with a limited customer service team, Livie & Luca’s main focus was to scale their ability to provide personalized assistance to shoppers. Knowing that there’s an uptick in their request volume during seasonal sales periods, the brand needed a solution that would reduce the ticket load on their team while maintaining high-quality support for their customers.

Many of Livie & Luca’s customers were first-time buyers that have general FAQ- related questions about policies, returns, and discounts, rather than specific shoes. Addressing these requests with detailed, accurate responses was crucial to the brand’s ability to convert first-time shoppers into repeat customers.

When partnering with iAdvize, Livie & Luca’s key objectives were to:

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Provide quicker and more efficient support to shoppers to streamline the buyer journey and drive sales.

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Implement an AI shopping assistant on the brand’s e-commerce site to help deflect conversations from customer service agents.

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Build a customer-centric customer experience on the Livie & Luca website with an AI concierge that tailors conversations to each site visitor.

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We had ‘adding a chatbot to our website’ on our radar for quite awhile. Being a small team, we knew we were missing opportunities to connect with our customers. We needed a solution that could expand our bandwidth without compromising customer service.

Wendy Smith

Customer Operations Lead at Livie & Luca

AI-Powered Shopper Support With iAdvize Copilot™

Working within the parameters of a small team, Livie & Luca decided that generative AI was where they needed to focus  on converting shoppers into brand enthusiasts. They recognized that this technology could help them scale their efforts and reach their business goals quicker.

The brand partnered with iAdvize to implement iAdvize Copilot™, an AI shopping assistant designed to provide instant, personalized assistance to shoppers right on their product pages. It was integrated into the brand’s website and equipped  with features that addressed the unique and specific needs of Livie & Luca's entire customer base.

The key features that help iAdvize Copilot™ handle a diverse range of shopper requests for Livie & Luca include:

FAQ and General Inquiry Handling

iAdvize Copilot™ provides quick responses to simple, frequently asked questions about policies, returns, and discounts, helping to alleviate the pressure on Livie & Luca’s small customer service team. This improves agent bandwidth to cover more high value inquiries that increase CLV.

Product Information

By pulling from Livie & Luca’s product catalog, the chatbot answers detailed questions about product features. It also assists customers in selecting the right shoes for their children, especially around fit and sizing—a critical concern for parents shopping online.

Conversation Starters

This feature encourages engagement by placing proactive and intuitive question prompts on the product detail pages (PDPs). This makes it easier for shoppers to find the answers they need to feel confident in their purchases, which increases the brand’s click to purchase rates.

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iAdvize has really been a lifesaver when we’re looking at scaling and the direction we want to go in. It’s provided an avenue of communication for our customers that’s invaluable to us.

Wendy Smith, Customer Operations Lead at Livie & Luca

A Major Conversion Rate Bump and
Improved Customer Experience

The introduction of iAdvize Copilot™ has transformed Livie & Luca’s operations, especially during the high-demand holiday season. Our AI chatbot successfully reduced the volume of tickets for the customer service team by deflecting common inquiries, allowing agents to focus on more complex issues.

By offering immediate, 24/7 assistance to customers, iAdvize Copilot™ increased conversion rates, turning first-time shoppers into loyal customers. Additionally, Copilot provided recommendations to agents for optimizing the shopper experience in real-time.

increase in conversion rate

100%

automation rate

$94

average order value

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Having that instant gratification for our customers—knowing they can get answers to their questions 24/7—has been a game-changer. It helps convert browsers into buyers, and that’s exactly what we needed.

Wendy Smith

Customer Operations Lead at Livie & Luca

Expanding AI Capabilities

Looking ahead, Livie & Luca plans to continue enhancing their AI chatbot’s capabilities, particularly in terms of product discovery and sizing assistance. Because it can integrate with Shopify, the brand is also building out their Shopify account to support more nuanced product questions, such as parents seeking adaptive shoes for children with special needs.

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iAdvize Copilot™ easily integrates into your e-commerce stack, including Shopify, Zendesk, Salesforce, and Google Analytics.
You can also use our open APIs to connect things like tracking systems, knowledge bases, and visitor profiles.

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We’re excited about the possibility for the chatbot to evolve even further. We’re focused on making it easier for parents to find exactly what they need for their children, especially when it comes to shoe fit.