# Ecommerce CX Platform —Recover Carts, Resolve Orders, Retain Customers

Unify channels, automate workflows, recover revenue, retain customers.

## The ecommerce CX gap is costing you revenue

Every abandoned cart and unanswered DM is revenue walking out the door.

### Key Statistics

- **70%** of online carts are abandoned before checkout (Baymard Institute, 2024)
- **90s** is the expected response time on social channels (HubSpot State of Service, 2024)
- **73%** of consumers switch brands after poor CX (PwC Future of CX, 2024)
- **5×** cheaper to retain than acquire a new customer (Harvard Business Review)

## The Challenge

### The hidden cost of slow, fragmented commerce support

- **40%+** of all enquiries are about order status.
- **70%** average abandonment rate during checkout.
- **30%** of purchases are returned, causing frustration.

### WISMO at scale

"Where is my order?" floods your inbox every day.

- **5,000+** comments per launch are overwhelming.

## How Tactful Helps

### CX infrastructure built for ecommerce outcomes

- Up to **80%** of order queries resolved instantly.
- **2–3x** conversion lift on recovered carts.
- **0** manual steps for standard refunds.
- **100%** social comment coverage to engage all customer inquiries.

### Order Tracking — Live

> **WhatsApp · Sarah K.**
> 
> **AI Agent**: Where is my order #45892? It was supposed to arrive yesterday
> 
> **AI**: Hi Sarah! I've checked order #45892. It shipped via DHL and is currently in transit. Updated ETA: tomorrow by 2 pm.

Resolved in **12 seconds** without human intervention. CSAT: **5/5**

### Instant order updates across every channel

- Automatically retrieves from Shopify or connects via API.
- Responds in seconds with tracking link and ETA.
- Escalates to human agents only for exceptions.

## Win back abandoned checkouts automatically

Tactful triggers automated follow-up with personalized messaging and governed discounts on the channel they prefer.

### Cart Recovery Workflow

**Automated · 3-step sequence**

1. Cart abandoned
   - Customer left 3 items ($247) · 15 min ago
2. Recovery message sent
   - WhatsApp · "Your items are waiting" + 10% off 
3. Customer returned
   - Completed checkout · $222.30 recovered
   
**$222.30 recovered · 89% conversion rate this week**

### Moderate at launch speed

Tactful classifies comments and routes priority conversations to your team automatically. 
- 100% response rate on social — no comment left behind.

## Stop losing revenue to slow support.

See how Tactful handles your order tracking, cart recovery, and social moderation with your real data.

## The Transformation

|                 | First Response | Cart Conversions | Automation Rate | CSAT Score |
|-----------------|----------------|------------------|----------------|------------|
| Manual          | 15 min         | 1x               | Manual         | 3.2/5      |
| CX Infrastructure| 12 sec        | 2–3x             | up to 80% AI   | 4.5/5      |

### The business case for ecommerce CX infrastructure

- **2–3x** cart conversion lift.
- Up to **80%** automation rate for support costs.
- **+40%** CSAT improvement.