Client story
Premium activewear and accessories brand
They asked.They bought.$194.4K more sales.
A clearer answer at the moment of purchase, followed by order support that kept more value in the business.
Verified client result
- Additional net sales in six months.
- $194.4K
Additional net sales in six months.
- Additional orders in six months.
- 1,296
Additional orders in six months.
- Incremental contribution, before Struq and incremental system costs.
- $99.4K
Incremental contribution, before Struq and incremental system costs.
Six full months after the scoped rollout stabilized
This case study reflects measured Struq outcomes for this client.
- Business
- Premium activewear and accessories brand
- Scale
- $12M annual net sales ·42 employees ·8 customer care specialists
- Buyer
- Sofia R., founder, with Daniel, head of CX
- Period
- Six full months after the scoped rollout stabilized
- First scope and expansion
- One product category →buying assistance →order changes and exchanges.
The challenge
You paid to bring the shopper in.A slow answer should not lose the order.
The brand was already attracting shoppers. Many arrived with a practical question about fit, stock or delivery. The answer often required information from more than one system, and a slow response could leave an otherwise interested customer without enough confidence to buy.
The system
One product category.One useful answer.
The first operation focused on buying questions for one product category. Approved product facts, current stock and delivery information supported useful answers and a clear purchase path. The scope then expanded to permitted order changes and eligible exchanges, with the store, helpdesk and fulfillment responsibilities defined.
First scope and expansion
Start
One product category. One useful answer.
The first operation used approved product facts, current stock and delivery information to answer eligible buying questions for a defined category.
Establish
A purchase path customers could trust.
Useful response time and settled orders mattered together. The review also included repeat contacts, return rates and customer satisfaction.
Expand
A better answer after purchase, too.
The next scope covered permitted order changes and eligible exchanges. The customer retained the choice to return.
The result
They asked.They bought.
Buying inquiry conversion rose from 28% to 40% in the eligible cohort. At the observed inquiry volume, that produced 1,296 additional orders and $194,400 in additional net sales over six months. Additional order contribution and separately measured eligible exchanges produced a combined $99,360 contribution before Struq and incremental system costs.
Activewear brand · Baseline and result
Verified client result
Buying inquiry conversion
Eligible cohort, 0 to 100%
+12 percentage points
Orders per month
From the same 1,800 eligible shoppers
216 additional orders × 6 months = 1,296
| Measure | Verified baseline | Result |
|---|---|---|
| Buying inquiry conversion, 1,800 shoppers/month | Baseline28% | Result40% (+12 percentage points) |
| Median useful first response, eligible channel | Baseline150 minutes | ResultUnder 2 minutes |
| Exchange share of 400 eligible returns/month | Baseline25% | Result40% (+15 percentage points) |
| Monthly manual time at 6,000 contacts | Baseline1,000 hours | Result600 hours |
| Customer satisfaction | Baseline4.6/5 | ResultAt least 4.6/5 |
The owner’s experience
“We were working to bring people to the site. Now we do a better job of helping them buy.”
Why the scope expanded
Expansion followed the relationship between the buying question and the work after purchase. Each new request type needed its own rules, quality check and economic case. Exchanges remained a customer choice, and sensitive complaints stayed with the team.
How we measured it
This six month result follows 1,800 eligible shoppers each month. The buying inquiry conversion moved from 28% to 40%, producing 1,296 additional orders at $150 net order value. The exchange contribution is calculated on a separate set of eligible returns, excluding orders already counted in buying assistance. Return labels, discounts and handling are included in the retained contribution assumption.
- Financial basis
- Net sales
- Period
- Six full months after the scoped rollout stabilized
See the assumptions and calculationHide the calculation
1,800 shoppers/month × 12 percentage points × $150 net order value × 6 = $194,400 additional net sales. At 40% contribution: $77,760. Separately, 400 eligible returns/month × 15 percentage points × $60 net retained contribution × 6 = $21,600. Combined contribution: $99,360.
Quality conditions
At least 95% of eligible inquiries receive a useful response within five minutes. No worsening of return rate or repeat contacts. Exchange choice remains the customer’s.
Contribution is before Struq fees, incremental systems and implementation costs.
What happens after a shopper asks about fit, stock or delivery?
How many shoppers are waiting on a better answer?
Show us where product questions and order issues slow your team down. We will help you find the first operation worth improving.
30 minutes. One clear recommendation for your business.