- cart recovery rate
- 31%
- conversion lift
- +28%
- sunset
- 3 tools
Northwind Supply sells running, cycling, and hiking gear — mid-ticket items where fit and warranty questions stall carts constantly.
We killed three off-the-shelf chatbots and replaced them with Zubby. Conversion is up 28% and my support queue is lighter.
Why Northwind switched
Marcus had stitched together a FAQ bot, an email recovery tool, and an 'AI' recommender. None of them knew the others existed. Shoppers asked the same question three times and got three inconsistent answers.
What changed
- On-site cart rescue fires within 30 seconds of hesitation.
- SMS follow-up only for opt-ins, in-brand and context-aware.
- Branded recovery emails with real inventory signals — not dummy 'Come back' copy.
- One attribution model across all channels.
Results
$142,300 recovered in the first 90 days. Conversion lift of 28% across cohorts that engaged. Three legacy tools sunsetted — ~$1,100/mo saved on top of the revenue gain.