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
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
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.
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.