HOW CITYMAN USA CONVERTS ABANDONED CARTS AND DRIVES UPSELLS WITH VOICE CALLS
Attributed revenue
$45,000+
Conversion rate
5%
of calls lead to a sale
Total calls
8,000+
Loop has been very helpful to convert abandoned cart and remind customer when we restock products, helps them find the right size, and even suggests pieces that go with what they were looking at to increase the AOV.
Why voice works
so well
for CityMan USA
Streetwear is a culture, not just a purchase. CityMan customers aren't browsing casually — they know what they want, they know the brands, and they know that the piece they were looking at might not be there tomorrow.
That urgency is exactly what email and SMS fail to capture. By the time the abandoned cart email arrives, the customer has moved on. The drop might be gone. The moment is dead.
Loop calls within minutes. The AI agent knows exactly what piece the customer had in their cart, which brand it's from, and what's left in stock. It creates the urgency that was already there — reminds them this is a limited run, helps them confirm their size, and if they're on the fence, suggests a piece that completes the look.
That's not a recovery call. That's a personal shopping experience. And in streetwear, that's what converts.
The three reasons
CityMan customers
were abandoning
After listening to 8,000+ calls three patterns came up again and again. The AI agent handled all three live on the call. Those same insights are now shaping how CityMan USA merchandises drops and structures their product pages.
"I wasn't sure about the size"
Streetwear sizing varies by brand and by fit. Ksubi runs differently to Serenede. Godspeed fits differently to Almost Someday. Customers weren't confident enough in their size to commit. The agent asks about their usual fit, the brand they were shopping, and their body type — then recommends the right size with confidence. That one conversation closes the sale.
"I wanted to think about it"
In streetwear, thinking about it usually means missing it. The AI agent creates urgency honestly — letting the customer know when stock is low on the specific piece they were looking at, and that the size they need might not be there if they wait. No pressure. Just real information at the right moment.
"I was only looking at one piece"
CityMan USA carries full looks — tops, bottoms, outerwear across multiple brands. Customers often abandon with just one item in their cart without realizing what goes with it. The agent suggests complementary pieces during the call — the denim that works with the tee, the hoodie that completes the fit. That's where the upsell happens naturally, not pushily.
What CityMan USA
learned
about their customers
Before Loop, CityMan USA had no visibility into why customers were abandoning. They could see the cart data. They couldn't hear the customer. Now every call is recorded and summarized — and three discoveries have changed how they run the business.
Size confidence is the biggest barrier at checkout
More customers than expected were abandoning because they weren't confident in their size across different brands. That insight led to better size guides on product pages, clearer brand-specific sizing notes, and an AI agent that handles the conversation directly on the call. Fewer size-related abandons. Higher average order confidence.
Limited stock reminders are the highest converting message
Customers who were called and told their size was running low converted at a significantly higher rate than customers who received a general follow up. The scarcity message works in streetwear because it's always true — drops do sell out. Being honest about stock levels in real time is the most powerful thing the agent can say.
Upselling works when it's styled, not pushed
Customers responded well to product suggestions that completed an outfit rather than generic "you might also like" recommendations. The agent suggesting "the Serenede denim would go perfectly with that Godspeed tee" converts because it sounds like advice from someone who knows the brands — not a cross-sell algorithm.
From Abandoned Drop
To Completed Fit
— Automatically
CityMan USA started working with Loop because they wanted to convert more abandoned carts without adding headcount. What they built was a system that acts like a personal stylist for every customer who walks out the door without buying.
The AI agent knows the brands, knows the stock, and knows how to have the conversation that streetwear customers actually respond to. It reminds them the piece they wanted is still there — for now. It helps them get their size right. And it puts together the full look while it has them on the phone.
Revenue that was walking out the door is now coming back. And every call is teaching CityMan USA something new about what their customers actually want when they shop.
Inspired by CityMan USA's results?
See how Loop Voice can convert more carts and support more customer conversations for your store.