How Thinx Recovered $450K in Abandoned Carts With Real Human Conversations

About THINX

Thinx is a category-defining brand known for innovative, body-first products that customers thoughtfully consider before buying. Fit, comfort, and confidence matter, which means shoppers often pause at checkout with real questions.

The challenge

Thinx already used automated cart recovery emails. Wanting a more personal touch, the team tried having CX manually follow up on abandoned carts.

"We'd developed a workflow where our CX team received an emailed list of all the abandoned carts each morning, along with customers' names and emails and a link back to their cart," said Brendan Hastings. "The team would literally go through customers one by one and email them."

The intent was right. The execution wasn't scalable. The workload ballooned without delivering meaningful lift.

The solution

Brendan knew real people made the difference. He just needed a way to do it without burning out his team.

"Using SMS for cart recovery, alongside the emails we were already sending, felt like a good fit," he said. "But we needed a platform where real people were on the other end of those messages."

That's where LiveRecover came in. "Having live agents, not bots, recover our abandoned carts is super powerful," Brendan said.

LiveRecover handled one-to-one conversations, answered questions in real time, and helped customers move forward without adding internal work.

The results

• $450,000 in recovered revenue
• 18% recovery rate, outperforming standard abandonment flows
• Faster answers to customer questions
• Incremental revenue without CX strain

Why it works