The challenge
StyleForward's email cart-abandon sequence was performing at industry average (8% recovery rate). SMS was blocked by the carrier for bulk promotional use. The brand had customer phone numbers from checkout but had never used them for voice outreach — assuming it would feel intrusive.
The solution
Voxovo outbound agents call cart-abandoners 2 hours after exit, identify themselves as StyleForward's service team, and offer a time-limited discount code personalised to the cart value. The call is brief, warm, and includes a real-time SKU availability check. Customers can place the order verbally (confirmed via SMS link) or request the code be texted. Opt-outs are honoured and excluded from all future voice outreach.
Results
- $180K in recovered cart revenue in the first 90 days
- Cart recovery rate by voice: 14.3% (vs 8% email)
- Average order value from recovered carts: $147 (12% above site average)
- Opt-out rate: 2.1% — well below brand concern threshold
“We were nervous a phone call would feel pushy. The data said otherwise. Customers actually thanked us for following up. The opt-out rate is lower than our email unsubscribes.”
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