Live Chat & Chatbots + Clientelling and Customer Relationship Management (CRM) + Customer Service & Experience

Humankind

"Concierge SMS platform for eCommerce brands."

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Updated 3 months ago

Humankind is a digital concierge platform for eCommerce brands that helps enhance customer experience and conversion rates by allowing them to connect with real human experts via SMS, providing personalized product recommendations based on the information gathered from the shoppers.

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Primary Vertical

Live Chat & Chatbots

Secondary Vertical

Clientelling and Customer Relationship Management (CRM)

Tertiary Vertical

Customer Service & Experience

BlurbSTAR Case Study

Cascadia Vehicle Tents & Gathr Outdoors

CVT improved CVR and AOV with personalized expert recommendations.

27%

Conversion rate increase after integrating Humankind.

45%

Increase in average order value due to expert recommendations.

This profile remains unclaimed. Blurbs can only offer a partial, unverified case study.

Situation

Cascadia Vehicle Tents (CVT), a leader in Roof Top Vehicle Tents, Awnings, and Car Camping Equipment, observed a high rate of cart abandonment during checkout. Customers often hesitated to finalize their purchases due to the high consideration and cost associated with buying vehicle tents. This challenge called for a solution to provide customers with more clarity, assistance, and confidence in their purchasing decisions.

Task

The primary task was to improve CVT's conversion rate (CVR) and average order value (AOV). The team hypothesized that integrating a personalized, human-led shopping experience would address customers’ concerns and encourage them to complete their purchases. By providing expert recommendations through Conversational Commerce, they aimed to eliminate shoppers' fears of misordering and enhance their overall shopping experience.

Action

CVT partnered with Humankind, a Conversational Commerce platform, to introduce a personalized shopping experience via SMS. An expert familiar with CVT's catalog and the camping world was integrated into the eCommerce process. This expert engaged with shoppers through an initial questionnaire to understand their needs, then provided tailored product recommendations. The personalized guidance reassured buyers that they were making informed and fitting choices.

Result

The integration of Humankind's personalized shopping experience led to notable improvements for CVT. Their conversion rate surged to 27%, meaning that 27% of engaged customers followed through to checkout. Additionally, the average order value increased by 45%, as the expert’s comprehensive recommendations led customers to add more value to their purchases. These results indicated a significant boost in both customer confidence and revenue.

Keywords

CONVERSATIONAL COMMERCE

PERSONALIZED SHOPPING EXPERIENCES

ECOMMERCE CONVERSION RATE

AVERAGE ORDER VALUE

CASCADIA VEHICLE TENTS

GATHR OUTDOORS

SMS MARKETING

CUSTOMER CONFIDENCE

HUMAN-LED PERSONALIZATION

OVERLANDING EQUIPMENT

The Blurbs 20

20 Frequently Asked Questions

Are they VC funded?

There's no information in the description about funding.

Do they do retargeting?

They help boost re-engagement and retention, which can be a form of retargeting.

Are they CCPA-compliant?

There's no information in the description on CCPA compliance.

Do they do marketing automation?

Yes, in their description it mentions 'leverage our suite of marketing automation capabilities' in their services.

Do they have fortune 500 clients?

Though testimonials from clients are present, there's no specific information about them having Fortune 500 clients.

Do they assist in buying of media?

There's no information in the description indicating that they assist in buying of media.

Do they help optimize marketing mix?

They are mentioned as an 'integral part of our mix' in a testimonial provided by a customer.

Have they existed more than 5 years?

The description mentions the year as '2023' and there are no indications of them existing prior to this date.

Do they prove effectiveness with data?

They mention higher conversions and AOVs as proof of their service's effectiveness.

Do they help acquire and retain customers?

They offer personalized shopping experiences via SMS, which aids in acquiring and retaining customers. Their strategy 'drives up to 20x higher conversions, 180%+ higher AOVs'.

Are they a content personalization solution?

They offer a personalized, 1:1 shopping experiences via SMS.

Do they specifically offer email and SMS marketing services?

They offer personalized shopping experiences via SMS.

Are they a CDP that segments and acts on customer data and behavior?

From the description, it does not seem they categorize as a CDP that segments and acts on customer data and behavior. They do gather and store questionnaire data for future personalization.

Humankind has not completed The Blurbs 20 Questions.

Humankind

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