Ohsnaps Success with LiveRecover

About OhSnap

OhSnap makes ultra-thin phone grips and accessories designed for people who want function without the bulk. Their minimalist, patented designs have earned a devoted customer base and strong D2C sales. But with a mid-range price point and a product that requires a bit of explanation, OhSnap's team knew they were leaving money on the table every time a curious shopper walked away at checkout.

The Challenge

OhSnap's products are innovative — but innovation means customers sometimes have questions. How thin is it really? Will it work with my phone case? Is it compatible with wireless charging? These are the kinds of questions that automated recovery emails can't answer well. A generic "Come back and complete your purchase!" message doesn't address the specific hesitation a shopper had at the moment they decided not to buy.

The team was running standard abandoned cart flows through their SMS and email platforms, but recovery rates had plateaued. They needed a way to have real conversations with hesitant shoppers — to answer their product questions in the moment and remove the friction standing between curiosity and conversion.

The Solution

LiveRecover gave OhSnap what their automated flows couldn't: real human agents who understood the product and could explain it. When a shopper abandoned their cart, a trained agent reached out via SMS to understand why — and more often than not, the answer was a simple product question that a quick, friendly reply could resolve.

Agents became experts on OhSnap's product line, handling questions about compatibility, thickness, materials, and mounting options. The conversations were casual and helpful, matching OhSnap's approachable brand voice. Instead of pushing a discount, agents focused on education and reassurance.

The Results

• 15.26% average recovery rate on abandoned checkouts — well above industry benchmarks
• 3.62% increase in total sales attributed directly to LiveRecover
• Higher customer confidence — shoppers who engaged with agents reported feeling more informed about their purchase
• Product feedback loop — common questions surfaced in conversations helped OhSnap improve their product pages

Why It Works

• Extends reach beyond automated SMS and email to shoppers with unanswered questions
• Keeps brand voice consistent through helpful, educational conversations
• Adds incremental revenue by converting curious-but-hesitant browsers into buyers
• Creates a feedback loop that improves the overall shopping experience