How Caddis Turned a "Don't Text Them" Customer Base Into a $1.4M Recovery Channel

$1.4M+

REVENUE RECOVERED

22%

RECOVERY RATE

44%

REPLY RATE

"Every time our board asks us to cut money, I go through everything we pay for — and LiveRecover is just a total no-brainer. It's nice to have something that's working every day in the background."

BECKY CHAMBERS, VP OF PERFORMANCE, CADDIS

$1.4M+

REVENUE RECOVERED

22%

RECOVERY RATE

44%

REPLY RATE

ABOUT CADDIS

Caddis is the eyewear brand that turned getting older into a point of pride. With the tagline "Get older. Own it. See stuff.", they make readers, prescription glasses, sunglasses, and blue-light eyewear for a 45+ customer who refuses to pretend they're 25. The brand voice is irreverent, the product is premium, and the customers are some of the most opinionated in DTC.

THE CHALLENGE

When Caddis evaluated LiveRecover, Becky walked in with one specific worry most brands don't have: their customer base might hate being texted.

"We sell corrective eyewear. Our customers are 45-plus. I was really worried people were going to be like, 'why the hell are you texting us?' I thought we were going to have a backlash."

On top of that, Caddis runs a notoriously high-touch in-house CX team for customers Becky lovingly calls "persnickety." She wasn't sure outsourced agents could match the brand voice or answer product questions fast enough to satisfy them.

THE SOLUTION

Caddis turned LiveRecover on as a controlled test, fully expecting some pushback. What came back was the opposite.

The 45+ customer engaged. The persnickety customer base Becky was worried about actually preferred talking to a human over digging through a help page.

"I was really pleasantly surprised. Very quickly the team's knowledge was getting better and better, and the responses felt like they were in our voice."

What Caddis didn't see coming: roughly 90% of conversations were short — a quick code request, a one-line color or fit question, a fast yes. The kind of low-effort moment an email reminder could never close, but a human text could.

THE RESULTS

•$1.4M+ recovered to date
•7,876 orders recovered
•22% recovery rate on engaged conversations
•44% reply rate — on the demographic most brands fear texting
•$177 AOV on recovered orders
•Approved by the board during every budget review

WHY IT WORKS

Real humans > robotic replies

Every message is handled by trained agents. No scripts. No generic responses.

Fix the friction, don't just nudge

Customers didn't forget. They hesitated. LiveRecover tackles the actual objection — pricing, shipping, fit, whatever it is.

You only pay when it works

Performance-based pricing means you only pay on revenue that's already been recovered.

Ridiculously easy to implement

Shopify integration. ~10 minutes. No engineering headaches.

BECKY CHAMBERS'S ADVICE TO BRANDS

"It's a very good channel for those quick-help conversations where you just need an answer and not everybody wants to pick up the phone. We were really pleasantly surprised at how quickly the team learned our brand voice."