Request a demo.

Schedule a meeting with us to address your specific needs
Speak With An Expert
___ Case Study

Eyeglasses Retailer Uses Generative AI in E-commerce CX to 8x Conversion Rate

Eyeglasses Retailer Uses Generative AI 
 in E-commerce CX to 10x Conversion Rate
v
Payne glasses logo
iadvize logo

Payne Glasses, the leading provider of lifestyle eyeglass lenses and frames, partnered with iAdvize to increase conversions. They successfully implemented iAdvize Copilot™ for Shoppers and iAdvize Copilot™ for Agents to enhance their user experience for both their customers and customer service agents. This collaboration underscores the brand’s commitment to leveraging innovative technology to facilitate a seamless shopping journey, ensuring that every interaction on their website is personalized to the consumer.

v

CHALLENGES

Increasing Website Conversions While Scaling Customer Service Bandwidth 

Before adopting generative AI, Payne Glasses faced significant challenges with their customer support capabilities, and the impact it had on their bottom line. With only a small team available during traditional business hours, they struggled to address their ticket volume in a timely fashion, which led to lost sales opportunities.

Their goal was to reduce the overwhelming demand on their human agents, as it directly affected their potential for increasing conversions. Additionally, they aimed to refine their self-service features, intending to guide visitors efficiently towards answers to frequently asked questions and keep them on the path to purchase.

This strategy was designed to increase the brand's online shopping assistance to 24/7 coverage to help drive more conversions, alleviate some of the burden on their human agents, and ensure the quality of the user experience remained top-tier.
Increase CVR
Improve their e-commerce conversion rate by facilitating purchase decisions.
Lower Volume
Reduce volume handled by agents with generative AI support that autonomously manages less complex requests.
Improve CX
Elevate the online shopping experience 24/7 on the Payne Glasses website.
v

SOLUTIONS

Deploy Trusted Generative AI Tools for Shopper and Agent Support

Payne Glasses deployed iAdvize Copilot™ for Shoppers on all of their website’s product detail pages (PDPs) and product landing pages (PLPs). This solution guides their online shoppers throughout the entire buying journey, offering intuitive and efficient product and order information. 

Implementing Copilot for Shoppers on top-of-funnel areas of their site, like PLPs, is key for a retailer like Payne Glasses whose older shopper demographic with fixed incomes are not tech savvy and require more assistance during the product discovery process. The AI shopping assistant is able to make personalized product recommendations against the complexity of selecting glasses online.  iAdvize Copilot™ factors in specific and complex variables like frame style and fit, which impacts not only shopper satisfaction but overall livelihood. The implementation process was quick and easy, going live in less than two weeks.

”
Conversation Starters is definitely helping our customers because older shoppers tend to not know how to use filters or advanced settings to find a pair of glasses. iAdvize finds the immediate answer for the shopper and an aggregate of what they’re looking for, which is super helpful.
Katie Himes
Katie Himes
Customer Experience Lead at Payne Glasses
v

RESULTS

Increased E-commerce Conversion and Automation Rates with AI Assistants

By implementing AI in their customer service operations, Payne Glasses halved the volume of customer requests requiring human intervention. This not only preserved high customer satisfaction and mitigated team burnout, but also resulted in a tenfold increase in their conversion rate. The generative AI-powered chatbots exceeded all of the brand’s expectations, enabling them to cater to new customers they previously lacked the capacity to serve.
5x
engagement rate compared to a traditional chatbot
8x
conversation rate vs. unassisted shopping experience
”
We continue to exceed all of our goals with the iAdvize bots. We're helping customers that we couldn't before because they didn't know how to chat with us, or we didn’t have the bandwidth. Our request volume is definitely higher, but we don't feel the pressure of that volume because the bot is handling all of the basic questions that don’t need human interaction. This has helped us boost conversion.
Katie Himes
Katie Himes
Customer Experience Lead at Payne Glasses
v