Nube Paris is a Parisian brand redefining women’s ready-to-wear with a minimalist, refined style designed for modern women. Each piece in the collection stands out for its timeless cuts, high-quality materials, and meticulous attention to detail.
Like many brands operating primarily online, Nube Paris faced challenges related to the virtual shopping experience. Customers, unable to try on the clothes, often had questions about sizing, styles, and possible combinations, leading to frequent cart abandonment.
To address these challenges, Nube Paris integrated CoCo, a conversational marketing solution, to help customers navigate the site more easily, quickly answer their questions, and most importantly, turn hesitation into purchasing decisions. This tool proved crucial in providing real-time personalized advice, especially on key issues such as size and style.
Challenges Faced
- Uncertainty About Sizing
One of the major problems in online fashion is the difficulty for customers to choose the right size. With an international clientele, sizing standards can vary from region to region, making the purchase decision even more complex. Many customers hesitated to buy, fearing that the item wouldn’t fit properly, resulting in frequent cart abandonment.
- Style Advice
Nube Paris distinguishes itself with minimalist designs that may look different from typical clothing. While this attracts a clientele seeking something unique, many customers had questions about how to wear or pair the pieces with other items in their wardrobe. Without immediate advice, they hesitated to make a purchase.
- Cart Abandonment
Like many e-commerce businesses, Nube Paris faced a high cart abandonment rate. Customers visited the site, added items to their cart, but left without completing the purchase, resulting in significant lost revenue. Nube Paris needed a solution to re-engage these customers effectively and personally.
The CoCo Solution
CoCo allowed Nube Paris to integrate a conversational approach through live chat on their e-commerce site. This tool uses AI to instantly answer customer questions, offering real-time assistance without making them wait for a response from customer service. Here’s how CoCo helped Nube Paris overcome its key challenges.
1. Personalized Size Recommendations
CoCo played a pivotal role in assisting customers with sizing. Through AI, the live chat could offer personalized recommendations based on the customer’s measurements or by comparing international sizes. This helped alleviate the uncertainty often associated with buying clothes online.
For example, a customer wondering if a pair of pants was fitted or loose could ask through CoCo’s chat and receive an immediate response, along with advice on how to measure themselves to choose the best fit. CoCo could also offer suggestions based on feedback from other customers with similar body types, increasing confidence in the purchase decision.
2. Real-Time Style Suggestions
Another major benefit CoCo brought to Nube Paris was its ability to provide style advice. When customers added an item to their cart, CoCo could suggest complementary pieces to create a complete outfit. Additionally, the chat offered tips on how to wear certain pieces.
For example, if a customer hesitated to buy a blazer, CoCo could suggest how to pair it with a pair of pants or a dress from Nube Paris’ collection. This not only increased the average order value but also created a more engaging and personalized shopping experience.
3. Automatic Cart Recovery
One of CoCo’s most powerful features was its ability to detect when a customer left the site with items in their cart without completing the purchase. Through automated notifications and personalized reminders, CoCo re-engaged these customers by reminding them of the abandoned items and addressing any questions they might have had.
For instance, if a customer abandoned a cart containing a dress, CoCo could send a message asking if they had questions about the size or style of the dress. If the customer expressed uncertainty, the chat would respond with additional information, or even size recommendations, reassuring them to finalize the purchase.
Results Achieved
In just 30 days, Nube Paris saw significant results from integrating CoCo.
- ROI from User-Initiated Chats: 338x
- ROI from Cart Recovery: 330x
These figures clearly demonstrate the impact of personalized real-time interactions on the customer journey. Once customers were engaged in a conversation via chat, they were much more likely to complete their purchase. Cart recovery was particularly effective, contributing to a significant increase in revenue.
Here are a few examples of conversations between CoCo and customers:
- Question: “How do these pants fit? Are they tight or loose?”
- CoCo’s Response: “These pants have a fitted cut. If you’re between sizes, we recommend sizing up for optimal comfort.”
- Question: “Can I wear this blazer with a dress?”
- CoCo’s Response: “Absolutely! This blazer pairs perfectly with a flowy dress for a chic, relaxed look. We recommend this dress, which complements the outfit well.”
Conclusion
The integration of CoCo at Nube Paris Paris has profoundly transformed the online shopping experience, providing fast, personalized, and engaging support to every customer. Thanks to AI, Nube Paris has not only been able to address specific size and style needs but also to boost sales, with a 338x ROI on user-initiated chats and 330x ROI on cart recovery.
The brand is now better equipped to offer an exceptional shopping experience, and these initial results are just the beginning.
