Customer Story

How Emma Sleep India turned abandoned carts into recovered revenue — automatically, at scale.

We deployed AI for ecommerce cart abandonment recovery at Emma Sleep, Europe's most awarded mattress brand. The AI calling agent beat their human sales team on recovery rate and revenue, running 24/7 at zero added headcount.

Rs. 5Cr+
Revenue recovered
Over 12 months
20%
Improvement compared to human agents
Consistently
200K+
Instant AI calls made
Fully automated outreach pipeline
2 in 3
Calls answered
Above industry average

About the customer

Europe's most awarded mattress brand. India's fastest-growing D2C sleep brand.

Emma Sleep entered India with a premium product and carts averaging ₹15,000 — but thousands were dropping off at checkout every day.

Their recovery stack — WhatsApp, email, a calling team capped at 3,000 calls/day — couldn't convert at scale. They needed phone-call effectiveness at software speed.

The Challenge

High-value carts lost every day. No scalable way to recover them.

01

₹15K+ lost per cart

High-value carts lost every day

Lakhs of unique customers abandoning carts led to crores of lost revenue.

02

low recovery rate

WhatsApp & email channels become saturated

Industry-wide, one-way communication, no conversation.

03

only ~3k calls daily

Human agents max out on recovery

Human agents cannot scale — high cost, limited hours. For inbound support the same problem applies: see how an ai receptionist handles every call automatically.

04

no personalisation

No re-engagement at scale

Even at best, humans cannot personalise for thousands of clients daily.

How Shoplabs Helped

Four steps. Fully automated. Running 24/7.

Step 01 — Trigger Calls

Instantaneous outreach

2 in 3 calls answered

Every abandonment triggers an instant call — within minutes, while intent is still high. That timing alone ensures 2 in 3 customers pick up, driving answer rates cold outreach can't match.

Step 02 — Follow-up Pipeline

Full follow-up pipeline

Tracked

One attempt is never enough. The system manages a structured pipeline across call, WhatsApp, and email — nurturing every prospect until they reach a resolution.

Step 03 — Language

Customer's language of choice

Localized

The agent speaks in the customer's dialect — all South Indian languages, Hindi, and English — adapting in real time. Natural dialogue, not a script, builds trust and handles objections instantly.

Step 04 — Insights

Deep data from every interaction

Every call

Every call captures sentiment, objections, and drop-off points. Clients use this telemetry to sharpen pricing, refine offers, and keep recovery rates climbing.

The AI handles every concern naturally — mattress type, delivery, returns, trial period. It sounds like a real sales agent. Call recordings and transcripts make the whole process fully transparent. We're seeing a much higher cart recovery rate.
Sahil
Sahil
Growth Manager · Emma Sleep India
The Results

Numbers don't lie.

Twelve months of live data from Emma Sleep India's Shopify store.

Metric
Human team
Shoplabs AI
Daily call capacity
~3,000
Unlimited
Cart recovery rate
Baseline
+20%
Operating hours
9 am – 6 pm
24 / 7
Languages spoken
2 – 3
6+
Response time after abandonment
Hours
< 5 minutes
Call data & insights
Manual
Every call

Shoplabs AI is live. Emma Sleep is our proof.

If someone sent you here to find out what Emma Sleep was using — hello.

Running a health, wellness, or supplement brand on Shopify? See how voice AI for health and wellness works for US inbound support.

Talk to founder Live on Shopify