How KITSCH Recovered $2.5M in Carts Over 28 Months Using LiveRecover

$2.5MREVENUE RECOVERED

50,474CARTS RECOVERED

33%REPLY RATE

“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."