How human-powered SMS helped Nuuds recover 7,700 carts
"We've had such a successful year with LiveRecover. Our retention skyrocketed, and our customers keep coming back. Some even send us messages or photos after they get their order saying how confident they feel. That's the whole reason we do this."
HANNAH DIMARCO, HEAD OF CUSTOMER EXPERIENCE, NUUDS
The Ultimate Guide to Cart Recovery
Learn the strategies that helped brands like NUUDS recover thousands of abandoned carts. Get actionable insights on human-powered SMS, timing optimization, and conversion tactics.
- Step-by-step recovery playbook
- Real conversation templates that convert
- Timing and personalization best practices
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ABOUT NUUDS
Founded in October 2022, Nuuds is a fast-growing DTC brand known for elevated basics designed to build confidence across all body types. With a loyal following and rapid growth, the team needed a way to recover abandoned carts while retaining their playful, sister-like brand voice.
THE CHALLENGE
Nuuds already had a solid email + SMS foundation, driving steady conversions and customer engagement. But when it came to abandoned cart recovery, something was missing. Their automated reminders felt too transactional—like a one-way nudge rather than a two-way interaction.
Hannah, who leads lifecycle initiatives, knew their customers valued warmth, guidance, and confidence. She believed that when people hesitated at checkout, it wasn't just about price — it was about trust, sizing questions, or needing reassurance. Automation alone couldn't solve that.
She was curious about LiveRecover, but had two big concerns:
• Would adding a new channel create overlap with SMS? • And even more importantly... could it be done in a way that felt like Nuuds — conversational, human, and on-brand?
THE SOLUTION
After seeing LiveRecover's person-to-person model in action, those questions disappeared.
Instead of relying on automated scripts, LiveRecover connected real human agents with Nuuds shoppers. These conversations were warm, casual, and confidence-boosting — the exact tone Hannah wanted customers to experience.
Onboarding was fast and hands-on. Using a shared Slack channel, ongoing dialogue, and detailed brand voice docs, agents quickly learned the Nuuds vibe: helpful, not pushy. Replies became more personalized over time as agents learned the context, product knowledge, and customer sentiment.
"If I notice something feels robotic, I'll put it in our knowledge base and ask for it to be more conversational. The agents really take that feedback and adjust. It follows our brand voice and makes our customers so much happier."
This continuous refinement was the unlock. The LiveRecover team didn't just plug in — they became an extension of the Nuuds CX team.
THE RESULTS
- •Nearly 3,700 carts recovered in under 12 months
- •Stronger retention rates, as customers returned after human outreach
- •Improved sentiment, with many calling the LiveRecover touch a "cool surprise"
- •Brand love strengthened through real conversation
WHY IT WORKS
- •Extends reach beyond automated SMS and email
- •Keeps brand voice consistent through real conversations
- •Adds incremental revenue without feeling transactional
- •Creates memorable touchpoints that build trust + loyalty
HANNAH DIMARCO'S ADVICE TO BRANDS
""Give it a shot. A trial doesn't hurt. Be open about what you're looking for, and LiveRecover will make it happen or even add it to the roadmap. If you like it, you'll stick with it, like we did.""
We'll let the big names do the talking...
READY TO RECOVER
more REVENUE?
SEE HOW LIVERECOVER CAN TRANSFORM YOUR CART RECOVERY STRATEGY WITH REAL, HUMAN-POWERED SMS CONVERSATIONS.