How Thinx Recovered $450K in Abandoned Carts With Real Human Conversations
"We're at an 18% recovery rate, which I think is way higher than our normal checkout abandonment flow. It's been going really well."
BRENDAN HASTINGS, VP OF DIGITAL PRODUCT AND ENGINEERING, THINX
The Ultimate Guide to Cart Recovery
Learn the strategies that helped brands like THINX 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 THINX
Thinx is a category-defining brand known for innovative, body-first products that customers thoughtfully consider before buying. Fit, comfort, and confidence matter, which means shoppers often pause at checkout with real questions.
THE CHALLENGE
Thinx already used automated cart recovery emails. Wanting a more personal touch, the team tried having CX manually follow up on abandoned carts.
"We'd developed a workflow where our CX team received an emailed list of all the abandoned carts each morning, along with customers' names and emails and a link back to their cart," said Brendan Hastings. "The team would literally go through customers one by one and email them."
The intent was right. The execution wasn't scalable. The workload ballooned without delivering meaningful lift.
THE SOLUTION
Brendan knew real people made the difference. He just needed a way to do it without burning out his team.
"Using SMS for cart recovery, alongside the emails we were already sending, felt like a good fit," he said. "But we needed a platform where real people were on the other end of those messages."
That's where LiveRecover came in. "Having live agents—not bots—recover our abandoned carts is super powerful," Brendan said.
LiveRecover handled one-to-one conversations, answered questions in real time, and helped customers move forward without adding internal work.
THE RESULTS
- •$450,000 in recovered revenue
- •18% recovery rate, outperforming standard abandonment flows
- •Faster answers to customer questions
- •Incremental revenue without CX strain
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
BRENDAN HASTINGS'S ADVICE TO BRANDS
""Having live agents—not bots—recover our abandoned carts is super powerful.""
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.