{ "schemaVersion": 2, "summary": { "slug": "2026-09", "issue": 1, "label": "September 2026", "periodLabel": "Sep 1 to 30, 2026", "periodStart": "2026-09-01", "periodEnd": "2026-09-30", "status": "published", "publishedAt": "2026-10-27", "updatedAt": "2026-10-27", "ogImage": "/benchmarks/og/2026-09.png", "sample": { "stores": 7, "shoppersContacted": 18361, "callsPlaced": 61389, "shoppersTexted": 8459, "usShareOfCalls": 97.7, "useCasesLive": 2, "useCasesTracked": 5 }, "key": { "answerRate": { "value": 15.9, "ciLow": 15.4, "ciHigh": 16.4, "n": 18361, "suppressed": false }, "callConversion": { "value": 10.2, "ciLow": 9.1, "ciHigh": 11.5, "n": 2474, "suppressed": false }, "smsClickRate": { "value": 5.3, "ciLow": 4.8, "ciHigh": 5.8, "n": 8459, "suppressed": false }, "smsConversion": { "value": 8.1, "ciLow": 7.5, "ciHigh": 8.7, "n": 8459, "suppressed": false }, "contactedConversion": { "value": 8.7, "ciLow": 8.3, "ciHigh": 9.1, "n": 18361, "suppressed": false }, "lift": { "value": 2.8, "ciLow": 1.9, "ciHigh": 3.7, "method": "comparison", "relative": 45, "comparisonRate": 6.2, "comparisonN": 52072, "comparisonStores": 6 }, "incrementalRevenue": { "value": 35159, "orders": 153, "perCall": 1.99 }, "optOutRate": { "value": 9.5, "ciLow": 8.4, "ciHigh": 10.7, "n": 2474, "suppressed": false } }, "topFinding": "Against enrolled shoppers the flows never reached in the same stores, AI calls and texts added an estimated **+2.8 points** of 5-day conversion (95% CI 1.9 to 3.7), about $35K in incremental revenue. An estimate, not a randomized holdout." }, "settings": { "attributionModel": "last_click", "attributionWindowDays": 5, "conversionWindowDays": 5, "callingWindowStart": "08:00", "callingWindowEnd": "21:00", "minCellN": 200, "storeMinContacts": 300, "storeMinDaysLive": 30, "storeCapShare": 0.15, "holdoutPct": 10, "conversationMinSeconds": 20, "monthTimezone": "UTC" }, "overall": { "contacted": 18361, "callsPlaced": 61389, "shoppersTexted": 8459, "answerRatePerCall": 6.6, "revenuePerContact": 5.64, "revenuePerCall": 1.99, "aov": 230, "incrementalRevenue": 35159, "incrementalOrders": 153 }, "useCases": [ { "key": "checkout", "name": "Abandoned checkout", "who": "Shoppers who started checkout and left", "goal": "Order placed", "live": true, "contacted": 14036, "callsPlaced": 55725, "shoppersTexted": 4534, "answerRate": { "value": 16.5, "ciLow": 15.9, "ciHigh": 17.1, "n": 14036, "suppressed": false }, "callConversion": { "value": 15.1, "ciLow": 13.6, "ciHigh": 16.7, "n": 1996, "suppressed": false }, "smsClickRate": { "value": null, "ciLow": null, "ciHigh": null, "n": 4534, "suppressed": true }, "smsConversion": { "value": 13.9, "ciLow": 12.9, "ciHigh": 14.9, "n": 4534, "suppressed": false }, "contactedConversion": { "value": 13.7, "ciLow": 13.1, "ciHigh": 14.3, "n": 14036, "suppressed": false }, "lift": { "value": 5.7, "ciLow": 4.4, "ciHigh": 6.9, "method": "comparison", "relative": 71, "comparisonRate": 7.9, "comparisonN": 49491, "comparisonStores": 5 }, "incrementalRevenue": 43528, "incrementalOrders": 186, "revenuePerContact": 11.76, "aov": 234, "callShare": 22.2, "attributed": { "call": 135, "text": 474, "unattributed": 164 }, "optOutRate": 10.7, "smsStopRate": 5.9 }, { "key": "upsell", "name": "Post-purchase upsell", "who": "Customers after an order", "goal": "Add-on accepted", "live": true, "contacted": 4325, "callsPlaced": 5664, "shoppersTexted": 3925, "answerRate": { "value": 15, "ciLow": 14, "ciHigh": 16.1, "n": 4325, "suppressed": false }, "callConversion": { "value": 1.3, "ciLow": 0.6, "ciHigh": 2.8, "n": 478, "suppressed": false }, "smsClickRate": { "value": 5.3, "ciLow": 4.6, "ciHigh": 6, "n": 3925, "suppressed": false }, "smsConversion": { "value": 1.5, "ciLow": 1.2, "ciHigh": 1.9, "n": 3925, "suppressed": false }, "contactedConversion": { "value": 1.5, "ciLow": 1.2, "ciHigh": 1.9, "n": 4325, "suppressed": false }, "lift": { "value": 0.3, "ciLow": -0.6, "ciHigh": 1.3, "method": "comparison", "relative": 23, "comparisonRate": 1.5, "comparisonN": 1715, "comparisonStores": 3 }, "incrementalRevenue": 1030, "incrementalOrders": 6, "revenuePerContact": 0.41, "aov": 176, "callShare": 11.8, "attributed": { "call": 6, "text": 45, "unattributed": 2 }, "optOutRate": 7.4, "smsStopRate": 7.3 }, { "key": "winback", "name": "Win-back", "who": "Customers with no order in 90+ days", "goal": "New order", "live": false, "notLiveReason": "No win-back enrolments this month.", "contacted": 0, "callsPlaced": 0, "shoppersTexted": 0, "answerRate": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "callConversion": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "smsClickRate": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "smsConversion": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "contactedConversion": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "lift": null, "incrementalRevenue": null, "incrementalOrders": null, "revenuePerContact": null, "aov": null, "callShare": null, "attributed": { "call": 0, "text": 0, "unattributed": 0 }, "optOutRate": null, "smsStopRate": null }, { "key": "payment", "name": "Failed payment", "who": "Customers whose charge or renewal failed", "goal": "Payment went through", "live": false, "notLiveReason": "Failed-payment events are not connected from store platforms yet, so no flow enrols these shoppers.", "contacted": 0, "callsPlaced": 0, "shoppersTexted": 0, "answerRate": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "callConversion": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "smsClickRate": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "smsConversion": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "contactedConversion": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "lift": null, "incrementalRevenue": null, "incrementalOrders": null, "revenuePerContact": null, "aov": null, "callShare": null, "attributed": { "call": 0, "text": 0, "unattributed": 0 }, "optOutRate": null, "smsStopRate": null }, { "key": "subscription", "name": "Subscription check-in", "who": "Subscribers before their next shipment", "goal": "Next shipment confirmed", "live": false, "notLiveReason": "Subscription events (upcoming shipment, skip, cancel) are not connected yet, so no flow enrols these shoppers.", "contacted": 0, "callsPlaced": 0, "shoppersTexted": 0, "answerRate": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "callConversion": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "smsClickRate": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "smsConversion": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "contactedConversion": { "value": null, "ciLow": null, "ciHigh": null, "n": 0, "suppressed": true }, "lift": null, "incrementalRevenue": null, "incrementalOrders": null, "revenuePerContact": null, "aov": null, "callShare": null, "attributed": { "call": 0, "text": 0, "unattributed": 0 }, "optOutRate": null, "smsStopRate": null } ], "attribution": { "model": "last_click", "windowDays": 5, "rows": [ { "label": "All use cases", "key": "all", "call": 141, "text": 519, "n": 660, "callShare": 21.4, "textShare": 78.6, "belowMinimum": false }, { "label": "Abandoned 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"suppressed": false }, { "band": "15 to 60 minutes", "afterHours": false, "n": 1322, "answerRate": { "value": 9.3, "ciLow": 7.9, "ciHigh": 11, "n": 1322, "suppressed": false }, "orderRate": { "value": 4.1, "ciLow": 3.2, "ciHigh": 5.3, "n": 1322, "suppressed": false }, "suppressed": false }, { "band": "1 to 4 hours", "afterHours": false, "n": 793, "answerRate": { "value": 15.2, "ciLow": 12.9, "ciHigh": 17.9, "n": 793, "suppressed": false }, "orderRate": { "value": 4.7, "ciLow": 3.4, "ciHigh": 6.4, "n": 793, "suppressed": false }, "suppressed": false }, { "band": "Abandoned after hours, called the next day", "afterHours": true, "n": 3973, "answerRate": { "value": 15, "ciLow": 13.9, "ciHigh": 16.1, "n": 3973, "suppressed": false }, "orderRate": { "value": 6.5, "ciLow": 5.8, "ciHigh": 7.3, "n": 3973, "suppressed": false }, "suppressed": false } ] }, "timing": { "days": [ "Mon", "Tue", "Wed", "Thu", "Fri", "Sat", "Sun" ], "hours": [ 8, 9, 10, 11, 12, 13, 14, 15, 16, 17, 18, 19, 20 ], "timezoneNote": "Shopper's local time.", "answerRatePerCall": 6.6, "cells": [ { "day": "Mon", "hour": 8, "value": 6.6, "ciLow": 4.8, "ciHigh": 8.9, "n": 574, "suppressed": false }, { "day": "Mon", "hour": 9, "value": 3.2, "ciLow": 2.1, "ciHigh": 4.9, "n": 623, "suppressed": false }, { "day": "Mon", "hour": 10, "value": 6.5, "ciLow": 4.7, "ciHigh": 8.9, "n": 525, "suppressed": false }, { "day": "Mon", "hour": 11, "value": 5.9, "ciLow": 4, "ciHigh": 8.6, "n": 424, "suppressed": false }, { "day": "Mon", "hour": 12, "value": 7.3, "ciLow": 4.9, "ciHigh": 10.7, "n": 324, "suppressed": false }, { "day": "Mon", "hour": 13, "value": 5.4, "ciLow": 3.8, "ciHigh": 7.6, "n": 543, "suppressed": false }, { "day": "Mon", "hour": 14, "value": 6.6, "ciLow": 4.8, "ciHigh": 9.1, "n": 509, "suppressed": false }, { "day": "Mon", "hour": 15, "value": 9.4, "ciLow": 6.8, "ciHigh": 12.9, "n": 352, "suppressed": false }, { "day": "Mon", "hour": 16, "value": 7.8, "ciLow": 5, "ciHigh": 11.9, "n": 239, "suppressed": false }, { "day": "Mon", "hour": 17, "value": 7.9, "ciLow": 5.3, "ciHigh": 11.6, "n": 284, "suppressed": false }, { "day": "Mon", "hour": 18, "value": null, "ciLow": null, "ciHigh": null, "n": 180, "suppressed": true }, { "day": "Mon", "hour": 19, "value": 7.2, "ciLow": 5, "ciHigh": 10.3, "n": 368, "suppressed": false }, { "day": "Mon", "hour": 20, "value": 5.7, "ciLow": 3.4, "ciHigh": 9.3, "n": 248, "suppressed": false }, { "day": "Tue", "hour": 8, "value": 4.6, "ciLow": 3.5, "ciHigh": 6.1, "n": 979, "suppressed": false }, { "day": "Tue", "hour": 9, "value": 3.3, "ciLow": 2.5, "ciHigh": 4.4, "n": 1370, "suppressed": false }, { "day": "Tue", "hour": 10, "value": 3.9, "ciLow": 3.1, "ciHigh": 4.9, "n": 1648, "suppressed": false }, { "day": "Tue", "hour": 11, "value": 3.2, "ciLow": 2.4, "ciHigh": 4.2, "n": 1469, "suppressed": false }, { "day": "Tue", "hour": 12, "value": 7.8, "ciLow": 6.2, "ciHigh": 9.7, "n": 936, "suppressed": false }, { "day": "Tue", "hour": 13, "value": 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15, "value": 7.3, "ciLow": 4.5, "ciHigh": 11.6, "n": 211, "suppressed": false }, { "day": "Sun", "hour": 16, "value": null, "ciLow": null, "ciHigh": null, "n": 129, "suppressed": true }, { "day": "Sun", "hour": 17, "value": null, "ciLow": null, "ciHigh": null, "n": 59, "suppressed": true }, { "day": "Sun", "hour": 18, "value": null, "ciLow": null, "ciHigh": null, "n": 64, "suppressed": true }, { "day": "Sun", "hour": 19, "value": null, "ciLow": null, "ciHigh": null, "n": 39, "suppressed": true }, { "day": "Sun", "hour": 20, "value": null, "ciLow": null, "ciHigh": null, "n": 20, "suppressed": true } ] }, "states": [ { "code": "AK", "name": "Alaska", "value": null, "ciLow": null, "ciHigh": null, "n": 107, "suppressed": true }, { "code": "AL", "name": "Alabama", "value": 6.7, "ciLow": 5.4, "ciHigh": 8.3, "n": 1197, "suppressed": false }, { "code": "AR", "name": "Arkansas", "value": 4.1, "ciLow": 2.9, "ciHigh": 5.8, "n": 758, "suppressed": false }, { "code": "AZ", "name": "Arizona", "value": 5.9, "ciLow": 4.5, "ciHigh": 7.7, "n": 836, "suppressed": false }, { "code": "CA", "name": "California", "value": 6.7, "ciLow": 6, "ciHigh": 7.4, "n": 5122, "suppressed": false }, { "code": "CO", "name": "Colorado", "value": 9.5, "ciLow": 7.7, "ciHigh": 11.7, "n": 803, "suppressed": false }, { "code": "CT", "name": "Connecticut", "value": 9, "ciLow": 6.5, "ciHigh": 12.3, "n": 384, "suppressed": false }, { "code": "DC", "name": "District of Columbia", "value": null, "ciLow": null, "ciHigh": null, "n": 98, "suppressed": true }, { "code": "DE", "name": "Delaware", "value": null, "ciLow": null, "ciHigh": null, "n": 105, "suppressed": true }, { "code": "FL", "name": "Florida", "value": 6.8, "ciLow": 6, "ciHigh": 7.7, "n": 3387, "suppressed": false }, { "code": "GA", "name": "Georgia", "value": 5.1, "ciLow": 4.2, "ciHigh": 6.2, "n": 1704, "suppressed": false }, { "code": "HI", "name": "Hawaii", "value": null, "ciLow": null, "ciHigh": null, "n": 176, "suppressed": true }, { "code": "IA", "name": "Iowa", "value": 9, "ciLow": 6.9, "ciHigh": 11.7, "n": 538, "suppressed": false }, { "code": "ID", "name": "Idaho", "value": 6.5, "ciLow": 4.1, "ciHigh": 10.1, "n": 274, "suppressed": false }, { "code": "IL", "name": "Illinois", "value": 4.9, "ciLow": 4.3, "ciHigh": 5.6, "n": 3993, "suppressed": false }, { "code": "IN", "name": "Indiana", "value": 4.2, "ciLow": 3.5, "ciHigh": 5.1, "n": 2432, "suppressed": false }, { "code": "KS", "name": "Kansas", "value": 6.7, "ciLow": 4.9, "ciHigh": 9, "n": 573, "suppressed": false }, { "code": "KY", "name": "Kentucky", "value": 8, "ciLow": 6.6, "ciHigh": 9.7, "n": 1126, "suppressed": false }, { "code": "LA", "name": "Louisiana", "value": 3.7, "ciLow": 3, "ciHigh": 4.6, "n": 2016, "suppressed": false }, { "code": "MA", "name": "Massachusetts", "value": 6.4, "ciLow": 4.9, "ciHigh": 8.3, "n": 809, "suppressed": false }, { "code": "MD", "name": "Maryland", "value": 4.3, "ciLow": 3.2, "ciHigh": 5.7, "n": 1002, "suppressed": false }, { "code": "ME", "name": "Maine", "value": null, "ciLow": null, "ciHigh": null, "n": 185, "suppressed": true }, { "code": "MI", "name": "Michigan", "value": 7.9, "ciLow": 6.8, "ciHigh": 9.2, "n": 2042, "suppressed": false }, { "code": "MN", "name": "Minnesota", "value": 3.8, "ciLow": 3, "ciHigh": 4.8, "n": 1702, "suppressed": false }, { "code": "MO", "name": "Missouri", "value": 8.8, "ciLow": 7.4, "ciHigh": 10.4, "n": 1357, "suppressed": false }, { "code": "MS", "name": "Mississippi", "value": 5.9, "ciLow": 4.5, "ciHigh": 7.8, "n": 800, "suppressed": false }, { "code": "MT", "name": "Montana", "value": 2.1, "ciLow": 0.9, "ciHigh": 4.6, "n": 267, "suppressed": false }, { "code": "NC", "name": "North Carolina", "value": 6, "ciLow": 5, "ciHigh": 7.2, "n": 1927, "suppressed": false }, { "code": "ND", "name": "North Dakota", "value": null, "ciLow": null, "ciHigh": null, "n": 112, "suppressed": true }, { "code": "NE", "name": "Nebraska", "value": 10.6, "ciLow": 7.7, "ciHigh": 14.5, "n": 316, "suppressed": false }, { "code": "NH", "name": "New Hampshire", "value": 12.7, "ciLow": 9.2, "ciHigh": 17.3, "n": 258, "suppressed": false }, { "code": "NJ", "name": "New Jersey", "value": 9, "ciLow": 7.5, "ciHigh": 10.8, "n": 1175, "suppressed": false }, { "code": "NM", "name": "New Mexico", "value": 7.7, "ciLow": 5.2, "ciHigh": 11.2, "n": 306, "suppressed": false }, { "code": "NV", "name": "Nevada", "value": 5.6, "ciLow": 3.9, "ciHigh": 8, "n": 475, "suppressed": false }, { "code": "NY", "name": "New York", "value": 9, "ciLow": 8.1, "ciHigh": 10, "n": 3498, "suppressed": false }, { "code": "OH", "name": "Ohio", "value": 4.7, "ciLow": 4, "ciHigh": 5.5, "n": 3028, "suppressed": false }, { "code": "OK", "name": "Oklahoma", "value": 6.1, "ciLow": 4.7, "ciHigh": 7.9, "n": 899, "suppressed": false }, { "code": "OR", "name": "Oregon", "value": 7.3, "ciLow": 5.7, "ciHigh": 9.3, "n": 787, "suppressed": false }, { "code": "PA", "name": "Pennsylvania", "value": 4, "ciLow": 3.3, "ciHigh": 4.8, "n": 2761, "suppressed": false }, { "code": "RI", "name": "Rhode Island", "value": null, "ciLow": null, "ciHigh": null, "n": 121, "suppressed": true }, { "code": "SC", "name": "South Carolina", "value": 7.8, "ciLow": 6.5, "ciHigh": 9.4, "n": 1322, "suppressed": false }, { "code": "SD", "name": "South Dakota", "value": null, "ciLow": null, "ciHigh": null, "n": 105, "suppressed": true }, { "code": "TN", "name": "Tennessee", "value": 3.6, "ciLow": 2.7, "ciHigh": 4.7, "n": 1344, "suppressed": false }, { "code": "TX", "name": "Texas", "value": 6.7, "ciLow": 6.1, "ciHigh": 7.4, "n": 5723, "suppressed": false }, { "code": "UT", "name": "Utah", "value": 5.5, "ciLow": 3.5, "ciHigh": 8.5, "n": 334, "suppressed": false }, { "code": "VA", "name": "Virginia", "value": 8.8, "ciLow": 7.3, "ciHigh": 10.5, "n": 1220, "suppressed": false }, { "code": "VT", "name": "Vermont", "value": null, "ciLow": null, "ciHigh": null, "n": 52, "suppressed": true }, { "code": "WA", "name": "Washington", "value": 6.9, "ciLow": 5.4, "ciHigh": 8.7, "n": 899, "suppressed": false }, { "code": "WI", "name": "Wisconsin", "value": 4.6, "ciLow": 3.3, "ciHigh": 6.3, "n": 763, "suppressed": false }, { "code": "WV", "name": "West Virginia", "value": 9.1, "ciLow": 6.8, "ciHigh": 12.1, "n": 464, "suppressed": false }, { "code": "WY", "name": "Wyoming", "value": null, "ciLow": null, "ciHigh": null, "n": 129, "suppressed": true } ], "countries": [ { "name": "India", "value": null, "ciLow": null, "ciHigh": null, "n": 89, "suppressed": true }, { "name": "Canada", "value": 8.7, "ciLow": 6.3, "ciHigh": 11.9, "n": 396, "suppressed": false }, { "name": "Australia", "value": 12.2, "ciLow": 9.3, "ciHigh": 15.9, "n": 384, "suppressed": false }, { "name": "United Kingdom", "value": 9.7, "ciLow": 6.6, "ciHigh": 14, "n": 253, "suppressed": false } ], "callerId": [ { "type": "Super Number", "desc": "Loop Voice's local-presence pool: the call shows a number from the shopper's own area code", "n": 30578, "share": 0.48, "value": 5.3, "ciLow": 5.1, "ciHigh": 5.6, "suppressed": false, "noData": false }, { "type": "Dedicated number", "desc": "One number reserved for the brand", "n": 32695, "share": 0.52, "value": 7.3, "ciLow": 7, "ciHigh": 7.6, "suppressed": false, "noData": false }, { "type": "Branded dedicated number", "desc": "A dedicated number that also shows the brand's name on supported phones", "n": 0, "share": 0, "value": null, "ciLow": null, "ciHigh": null, "suppressed": true, "noData": true, "noDataReason": "Caller ID names are not recorded on dedicated numbers yet, so no call can be classed as branded." } ], "orderValue": { "storeAov": 210, "byUseCase": [ { "key": "checkout", "name": "Abandoned checkout", "aov": 234 }, { "key": "upsell", "name": "Post-purchase upsell", "aov": 176 } ], "cartBands": [ { "band": "Under $50", "value": 1.5, "ciLow": 1.3, "ciHigh": 1.7, "n": 11548, "suppressed": false }, { "band": "$50 to $100", "value": 17.3, "ciLow": 13.4, "ciHigh": 22, "n": 297, "suppressed": false }, { "band": "$100 to $250", "value": 29.3, "ciLow": 27.1, "ciHigh": 31.6, "n": 1542, "suppressed": false }, { "band": "$250 to $500", "value": 20.3, "ciLow": 17.2, "ciHigh": 23.8, "n": 579, "suppressed": false }, { "band": "$500 and up", "value": null, "ciLow": null, "ciHigh": null, "n": 69, "suppressed": true } ] }, "reasons": [ { "key": "checkout", "name": "Abandoned checkout", "n": 824, "belowMinimum": false, "noData": false, "items": [ { "label": "Shipping cost or delivery date", "value": 2.9, "ciLow": 2, "ciHigh": 4.3 }, { "label": "Waiting for a discount or checking the price", "value": 25.6, "ciLow": 22.7, "ciHigh": 28.7 }, { "label": "Just browsing, not ready to buy", "value": 33.4, "ciLow": 30.3, "ciHigh": 36.7 }, { "label": "Question about the product (size, fit, compatibility)", "value": 5.5, "ciLow": 4.1, "ciHigh": 7.3 }, { "label": "Payment failed or card declined", "value": 0, "ciLow": 0, "ciHigh": 0.5 }, { "label": "Site or checkout error", "value": 11.7, "ciLow": 9.7, "ciHigh": 14.1 }, { "label": "Comparing other stores", "value": 9.6, "ciLow": 7.8, "ciHigh": 11.8 }, { "label": "Other", "value": 11.4, "ciLow": 9.4, "ciHigh": 13.8 } ] }, { "key": "upsell", "name": "Post-purchase upsell", "n": 96, "belowMinimum": true, "noData": true, "items": [ { "label": "Already has enough or doesn't need it", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Price of the add-on", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Wants to try the first order first", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Wrong time, asked for a call back", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Not interested in that product", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Other", "value": null, "ciLow": null, "ciHigh": null } ] }, { "key": "winback", "name": "Win-back", "n": 0, "belowMinimum": false, "noData": true, "items": [ { "label": "Still has product left", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Bought elsewhere or found it cheaper", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Forgot about the brand", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Problem with the last order", "value": null, "ciLow": null, "ciHigh": null }, { "label": "No longer needs it", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Price went up", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Other", "value": null, "ciLow": null, "ciHigh": null } ] }, { "key": "payment", "name": "Failed payment", "n": 0, "belowMinimum": false, "noData": true, "items": [ { "label": "Card expired or replaced", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Not enough funds, will pay later", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Bank blocked the charge", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Didn't recognize the charge", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Wants to cancel", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Other", "value": null, "ciLow": null, "ciHigh": null } ] }, { "key": "subscription", "name": "Subscription check-in", "n": 0, "belowMinimum": false, "noData": true, "items": [ { "label": "Happy, no change needed", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Skip or delay the next shipment", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Change flavor, size or variant", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Too much product building up", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Price or budget", "value": null, "ciLow": null, "ciHigh": null }, { "label": "Cancel", "value": null, "ciLow": null, "ciHigh": null } ] } ], "discounts": { "minN": 200, "rows": [ { "level": "No code allowed", "pct": 0, "n": 191, "conversion": null, "ciLow": null, "ciHigh": null, "netPerConversation": null, "suppressed": true }, { "level": "5% off", "pct": 5, "n": 0, "conversion": null, "ciLow": null, "ciHigh": null, "netPerConversation": null, "suppressed": true }, { "level": "10% off", "pct": 10, "n": 18, "conversion": null, "ciLow": null, "ciHigh": null, "netPerConversation": null, "suppressed": true }, { "level": "15% off", "pct": 15, "n": 3, "conversion": null, "ciLow": null, "ciHigh": null, "netPerConversation": null, "suppressed": true }, { "level": "20% off", "pct": 20, "n": 0, "conversion": null, "ciLow": null, "ciHigh": null, "netPerConversation": null, "suppressed": true } ] }, "texts": { "shoppersTexted": 8459, "clickRate": { "value": 5.3, "ciLow": 4.8, "ciHigh": 5.8, "n": 8459, "suppressed": false }, "conversion": { "value": 8.1, "ciLow": 7.5, "ciHigh": 8.7, "n": 8459, "suppressed": false }, "stopRate": { "value": 6.5, "ciLow": 6, "ciHigh": 7, "n": 8459, "suppressed": false }, "deliveredTracked": false }, "verticals": [], "findings": [ { "id": "f1", "text": "Against enrolled shoppers the flows never reached in the same stores, AI calls and texts added an estimated **+2.8 points** of 5-day conversion (95% CI 1.9 to 3.7), about $35K in incremental revenue. An estimate, not a randomized holdout.", "meta": "n 18,361 contacted, 52,072 not reached, 6 stores", "anchor": "#usecases", "anchorLabel": "Use cases" }, { "id": "f2", "text": "Abandoned checkout generated **$11.76** of incremental revenue per shopper contacted.", "meta": "n 14,036 shoppers contacted", "anchor": "#usecases", "anchorLabel": "Use cases" }, { "id": "f3", "text": "Texts were the credited touch on **78.6%** of attributed conversions and answered calls on 21.4% (an answered call in the window takes the credit).", "meta": "n 660 attributed conversions", "anchor": "#usecases", "anchorLabel": "Use cases" }, { "id": "f5", "text": "Checkouts abandoned after calling hours and called the next day converted at **6.5%**, more than daytime checkouts that waited 1 to 4 hours for a first call (4.7%).", "meta": "n 3,973 and 793 shoppers", "anchor": "#speed", "anchorLabel": "Speed to call" }, { "id": "f6", "text": "A plain dedicated number was answered **7.3%** of the time, a local-presence Super Number 5.3%.", "meta": "n 63,273 calls", "anchor": "#callerid", "anchorLabel": "Caller ID" }, { "id": "f7", "text": "Answer rates ranged from 2.1% in Montana to **12.7%** in New Hampshire.", "meta": "n 60,621 US calls", "anchor": "#states", "anchorLabel": "States" } ], "notes": { "usecases": "Two of the five use cases ran this month. Abandoned checkout is the largest by volume and converts best: 13.7% of the 14,036 shoppers contacted ordered within 5 days. No store runs a randomized holdout yet, so lift is estimated against enrolled shoppers the flows never reached in the same stores.", "speed": "The clock counts calling-hours minutes only (8 am to 9 pm in the shopper's time zone), so a checkout abandoned at 11 pm and called at 8:04 am counts as 4 minutes. 72% of checkouts were abandoned during calling hours and got a first call a median 31 minutes later; the rest get their own bar.", "timing": "Thursday at 1 pm was the best hour of the month, with 13.6% of calls answered. On weekdays, calls placed between 5 pm and 9 pm were answered more often than calls between 8 am and noon (7.0% against 5.4%).", "states": "Placed by the area code of the shopper's phone number. Shoppers in New Hampshire picked up most often (12.7% of calls) and shoppers in Montana least often (2.1%). Outside the US, Australia led at 12.2%.", "callerid": "Calls from a brand's own dedicated number were answered 7.3% of the time, against 5.3% for Super Number calls, which show a number from the shopper's own area code.", "value": "Converted abandoned checkouts averaged $234, above the $210 average order across the same stores. Accepted post-purchase add-ons averaged $176.", "reasons": "824 abandoned-checkout conversations gave a reason. A third of these shoppers were just browsing (33.4%) and a quarter were waiting for a discount or checking the price (25.6%). 17% gave a reason the call could fix on the spot: a product question or a checkout error.", "texts": "8,459 shoppers got a text after a missed call or a conversation. 5.3% opened the link, 8.1% converted with a text as the credited touch within 5 days, and 6.5% replied STOP." }, "notYetMeasured": [ { "id": "holdout", "label": "Randomized holdout", "reason": "No store runs a randomized holdout yet, so lift is estimated against enrolled shoppers the flows never reached in the same stores. Holdout results replace the estimate once stores switch it on." }, { "id": "uc-winback", "label": "Win-back", "reason": "No win-back enrolments this month." }, { "id": "uc-payment", "label": "Failed payment", "reason": "Failed-payment events are not connected from store platforms yet, so no flow enrols these shoppers." }, { "id": "uc-subscription", "label": "Subscription check-in", "reason": "Subscription events (upcoming shipment, skip, cancel) are not connected yet, so no flow enrols these shoppers." }, { "id": "discounts", "label": "Conversion by discount level", "reason": "Each code level needs 200+ conversations where price was the objection before it is published (this month: no code allowed 191, 10% off 18, 15% off 3). Code use on the converted order is not captured yet." }, { "id": "callerid-branded", "label": "Branded caller ID", "reason": "Caller ID names are not recorded on dedicated numbers yet, so no call can be classed as branded." }, { "id": "verticals", "label": "Results by vertical", "reason": "Stores do not carry a vertical on their profile yet." }, { "id": "texts-delivered", "label": "Text delivery rate", "reason": "Delivery receipts are not recorded yet, so texts are counted as sent." } ], "methodologyNotes": [ "Lift this month is an estimate: contacted shoppers against 52,072 enrolled shoppers the flows never reached, store by store in 6 stores. It is not a randomized holdout." ], "changelog": [ { "date": "2026-10-27", "note": "Issue 1 published." } ], "source": { "exportVersion": 3, "checksum": "c48bef4684bcaafc4f834a597a9a4b0b22d083b887ea137b6da910efe4c7684a", "generatedAt": "2026-10-27T12:59:25.476Z" } }