How KITSCH Recovered $2.5M in Carts Over 28 Months Using LiveRecover
"LiveRecover helped us tap into a customer segment we were missing entirely."
GROWTH LEAD, KITSCH
ABOUT KITSCH
KITSCH makes hair tools and silk products that became staples of every Get Ready With Me video on the internet. Satin pillowcases, scrunchies that don't crease, hair clips that hold actual hair, claw clips with weight. Their assortment is wide and their customers are loyal — the kind of shoppers who come back for the next color, the next collection drop, the next thing they didn't know they needed.
THE CHALLENGE
Hair accessories sit in a wide-catalog, frequent-purchase category. KITSCH's customer is browsing — sometimes for one specific item, sometimes just to see what's new — and the size of the assortment that drives loyalty is the same thing that creates abandoned-cart friction at scale.
KITSCH already had email and SMS automations running. Both moved the needle, but at their volume a meaningful chunk of high-intent shoppers were still going dark before checkout.
It wasn't disinterest. It was discovering. Customers were asking themselves:
"Wait — does this scrunchie come in the matching set?" "Is the satin pillowcase machine-washable?" "Will this claw clip hold thicker hair?" "Is this the right brush head for my hair type?"
Generic recovery automations couldn't handle the catalog-specific question. So those carts sat.
THE SOLUTION
Instead of sending another "complete your purchase" text, KITSCH brought in LiveRecover.
Now, every abandoned cart gets a real human on the other end of the conversation. Not a bot. Not a flow. An actual person who knows the catalog, can match an accessory to a hair type, point to the matching color in another collection, or talk through which silk weight to choose.
It's less "reminder" and more "the conversation a customer would have with the friend who actually knows the assortment."
THE RESULTS
- •$2.5M recovered across 50,474 carts
- •1 in 3 customers replied to outbound SMS
- •Over 28 months of consistent monthly recovery
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.
GROWTH LEAD'S ADVICE TO BRANDS
"The ROI on first-time customer acquisition through LiveRecover is incredible."
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.