Success Story

Ecommerce transformation: Brick-and-mortar bridal store turns ecomm superstar


During the COVID-19 pandemic, David’s Bridal was forced to temporarily shut down retail stores and needed to act quickly to maintain business continuity for their brides and employees. They did so seamlessly by leading with Conversational AI. Online revenue skyrocketed from this ecommerce transformation, thanks to their rich messaging experience frontended with David’s Bridal’s concierge bot, Zoey.

Holly Carroll, then VP of Customer Service & Contact Centers Operations, drove the program, transitioning hundreds of in-store associates and a customer-care-focused digital channel to a fully conversational bridal experience in a matter of days: assisting brides with product exploration, purchasing, and support, all through messaging.

“We honestly don’t know how we would have survived the last couple of months without the option to message — it truly saved our business.”

~ Holly Carroll, VP of Customer Service & Contact Center Operations

Ecommerce transformation results

300

sales managers on messaging

7.5x

increase in messaging volume

700%

increase in sales via messaging

“We figured out a way to speed up our overall vision for a conversational bridal concierge and put our customers into the best hands.”

~ Holly Carroll, VP of Customer Service & Contact Center Operations
For more details on the specific steps David’s Bridal took in this ecommerce transformation — in video and case study formats — watch the video or open the case study below.