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How Flowell Recovers $1,000 Medical Device Carts by Answering Real Product Questions

19%RECOVERY RATE

$987RECOVERED ORDER AOV

6.5%OF TOTAL BRAND REVENUE

“LiveRecover doesn't just recover lost revenue. For a product like ours, that one-on-one conversation is what customers are actually looking for. It's an educational tool just as much as it's a revenue recovery tool, and the recovered revenue is almost an added bonus.”

JACK SWEENEY, CEO, FLOWELL

About FLOWELL

Flowell brings advanced pneumatic compression therapy into the home, FDA-registered, German-engineered systems built for pain relief, swelling, and post-workout sports recovery. The brand pairs medical-grade compression pants with a control unit and a guided-session mobile app, taking a category most people only encounter at a clinic and putting it on the couch.

The challenge

Flowell sells a product that doesn't sell itself. At roughly $1,000 AOV for a medical-grade system, every shopper has real questions, about fit, indications, how the technology works, whether it's right for them.

Jack runs Flowell with a tight two-person team out of Europe, selling into the US. Email reminders could nudge a customer about an abandoned cart, but they couldn't explain compression therapy in a way that closes the sale. And as a small team, he didn't have the bandwidth to chase every checkout himself.

When their performance-marketing agency mentioned LiveRecover, Jack didn't know what it was. He tried it.

The solution

Setup took less than a day, most of which was building out a knowledge base on Flowell's product, indications, and customer-question patterns. The technical install itself was an hour.

"It's a complex product with a lot of explanation needed. Any touchpoint where a customer can ask 'what is this, how do I use it, is this right for me' is invaluable to us. The agents are more than capable of explaining it in a really easy-to-understand way."

Because Flowell's order volume is intentionally lower, high-consideration, high-AOV, the transcripts themselves became a strategic asset. Jack treats LiveRecover conversations the way he treats Amazon reviews or website product reviews: qualitative customer-truth that shapes how the site is written and how Flowell talks about the product everywhere.

The results

19% recovery rate on engaged conversations
$987 AOV on recovered orders
6.5% of Flowell's total revenue attributable to LiveRecover
Consistently outperforms email recovery flows
Under one day total setup, most of which was knowledge-base prep, not technical work

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.

JACK SWEENEY's advice to brands

We don't utilize a lot of SMS outbound flows because LiveRecover already does all of those things really well. With how common AI chatbots are now, just talking to an actual person is such a refreshing thing.