How Latico Leathers Turns Abandoned Carts Into Conversations (and 30% More Revenue)

About LATICO LEATHERS

Latico Leathers is a heritage handbag brand that believes craftsmanship doesn't stop at the product. For 30+ years, they've built loyalty the old-school way: handmade bags, thoughtful details, and treating customers like humans, not transactions. That philosophy carries through everything they do, especially how they communicate.

The challenge

Latico already had SMS in place. The problem wasn't traffic. It was tone.

Many shoppers entered their phone number at checkout but never opted into marketing. And automated texts? They felt cold, generic, and off-brand.

"We've always wanted our communication to feel human," said Ben, Chief Marketing Officer at Latico Leathers. "Robotic messages didn't match who we are. We needed a way to reach shoppers that felt authentic to our brand."

They wanted something that felt personal, worked alongside existing SMS and email, stayed fully compliant, and didn't add more work to their team.

The solution

That's where LiveRecover came in.

Instead of automation, LiveRecover uses real humans to text shoppers one-on-one using Latico's voice, product knowledge, and brand standards. Agents answer questions, offer reassurance, and nudge shoppers forward when it makes sense.

Onboarding was fast and collaborative.

"We shared our FAQs, policies, and brand guidelines," Ben said. "The LiveRecover agents picked it up immediately. They sound like they've worked here for years."

Within weeks, LiveRecover felt less like a vendor and more like an extension of the Latico team.

The results

• Increased abandoned checkout rate to 30% through live agent outreach
• 7% of all sales attributed to LiveRecover
• Converted shoppers who were unreachable via SMS or email
• Strengthened customer perception through personal, on-brand conversations
• Delivered consistent, incremental revenue without adding new workload
• Even better? Customers regularly call Latico asking for "Sarah," a LiveRecover agent, convinced she's an in-house employee. That's when the team knew it was working.

Why it works