Tailored Experiences Handled Automatically
- Customers didn’t know what they wanted and what best suited them
- Wanted a self-service stylist so customers wouldn’t feel pressured to purchase
- Struggled to handle manage online tailoring appointments and enquiries about online store
- Deliver curated offerings to assist in the customer buying journey.
- Integrated Shopify and Manychat for enriched ecommerce data, providing key insights into offline and online order activity
- Quiz bot was able to segment customers, revealing purchase drivers for customers for better messaging and targeting
About the Client
AGT Basics is a new, made-on-demand collection from Singapore’s first mobile showroom tailor, A Gentleman’s Tale.
Clothing, Fashion & Accessories
Facebook Custom Audiences
Cart Abandon Recovery
The global pandemic presented a new opportunity for A Gentleman’s Tale to create a collection that embraces the new norm on how we dress – for work and for play. AGT Basics injects fun, colours, and personal style into what we see as the new office fashion.
From short-sleeved shirts to berms, AGT Basics introduces colourful fabrics and design twists that make each piece unique from the ubiquitous off-the-rack look. You can easily choose from a selection that not only looks professional for work, but sophisticated for a casual outing.
AGT Basics started in 2020, when the founders of the company, Kenneth and Lyn wanted to continue doing what they did best, tailoring, but serving customers at scale.
Seasonal designs and limited quantities of Italian Leggiuno fabric shipped in meant prices were going to be higher than regular off-the-shelf shirts. Exceptional quality needed to be paired with exceptional personalised service. But how would you do that online?
Helping customers win when buying shirts
A major shift is underway for online stores. Thanks to new technologies that provide regular, low-friction, personalised interactions, digital retailers can build more meaningful bonds with customers than ever before. Customers get a significantly better experience, and companies boost operations while lowering costs. It’s a win-win.
Buying shirts online can be overwhelming for buyers who have a lot of options. Combing through an uncurated set of shirts can lead to decision paralysis (when there are too many choices that you end up not making any decision) and customers abandoning their potential purchase.
We saw an opportunity to address this problem in AGT Basics’ online store. We could provide a carousel of curated designs and fits based on responses to a short quiz. These curated offerings, which incorporate customers’ own insights, gave customers the reassurance and confidence they needed to make the best purchase.
In order to do that, we started by determining what data points needed to be collected and what was essential in recommending the best products.
Using conditional logic, the bot recommends curated designs at the end of each customer’s quiz in Messenger. This is a snapshot of how complex our logic can go in order to ensure each user gets the right recommendation.
Creating a Messenger-based lead funnel
We designed a simple AGT Basics a simple three-step process inside Messenger to help move leads quicker through the customer journey:
Step 1: Ask visitors a question
Most human-to-human conversations start by asking a question or offering help. The first conversation with an online prospect should be no different.
Using phrases like “can we help” and “would you like to” have shown much higher open rates than phrases like, “are you interested?”. Remember, it’s not so much about what you ask, rather, it’s about how you ask it.
Step 2: Offer valuable content without asking for anything in return
The next step was asking relevant questions and offering new visitors valuable content to start building a closer relationship.
Many playbooks will tell you that you need to capture visitor information like first name and email. But we decided not to, for one simple reason; customers were there to get guidance
Step 3: Show products with native add to cart function
Manychat is made more powerful with its deep integration with Shopify. Stores are able to pull product catalogues directly into the customer chat to make it a seamless checkout experience.
24/7 customer support = happier customers
Now that everything is handled automatically, it relieves a load on the AGT Basics team. There’s no need to constantly be on your phone or computer waiting for customer enquiries. 67% of responses were handled by the bot within seconds.
In the meantime, customers are getting faster response times with appropriate responses to their queries almost immediately. Even better, customers who use live chat spend up to 60% more per purchase than those who don’t.
If you would like to explore the platform that AGT Basics uses every day to deliver the right content at the right time to each individual at every point in their customer journey, try our own chatbot, Pathbot!