When the pandemic forced store closures, UNTUCKit launched live chat to continue connecting with customers online. "We activated live chat immediately after the pandemic began. Stores were physically closed but this gave us the opportunity to continue to connect with our customers and assist with our Find Your Fit experience digitally. We learned our customers loved chatting with us digitally. We saw new and existing customers engaging with their local and favorite stores."

But their existing tool fell short.

• Associates on chat couldn’t see a full customer profile, including store purchases or past chats.
• Multiple apps were required to answer questions, slowing response times.
• Chat transfers to customer service were clunky, often resulting in dropped conversations.
• Sales were only attributed if the purchase happened online and on the same device as the chat, meaning resulting in-store sales went untracked.

Without complete visibility or accurate attribution, store teams hesitated to make personalized recommendations and opportunities to close sales were being missed.

When their old vendor sunsetted the feature, UNTUCKit saw an opportunity to find something better.

"The Endear team had an appetite to expand live chat features and functions," noted Kaitlin. "The Endear team was amazing in that they wanted to fully understand our use cases to ensure we had the right and best features and functions to give the best customer and associate experience."

From onboarding to rollout, Endear worked closely with UNTUCKit to refine the product, train teams, and scale from a pilot group to 20 stores in four months.

"It’s easy to use and associate-friendly. Store associates, CS, and our Concierge team all use SalesChat to enhance the customer experience and drive sales."

In addition to measurable results, with SalesChat, UNTUCKit store teams now have:

• Full omnichannel visibility including past store and online purchases, cart contents, communication history, and preferences.
• Seamless chat transfers to allow customer service to join existing chats without losing context.
• Live availability indicators so customers see when associates are online, reducing missed chats.
• Accurate attribution since sales tied to email addresses, not just web cookies, ensuring trusty reporting.

"SalesChat gives us full visibility into the customer’s shopping journey," says Kaitlin, "allowing us to personalize every interaction in an informed way."

When asked about SalesChat's impact, one chat exchange perfectly captures it:

"A customer sent a photo of an outfit they wanted," Kaitlin told us. "The associate asked fit questions, suggested the right size, shared complementary products, and even reminded them about a promo code. The customer purchased immediately — a digital experience that mirrored in-store service."

SalesChat has shifted the business' view of live chat from a support tool to a revenue driver. As Meher Chopra, UNTUCKit's Omni Live Chat Manager, puts it, "SalesChat continues to prove that live chat is far more than just a customer support tool. It’s a powerful selling channel that seamlessly connects our online and in-store experiences."

Associates can answer in seconds, offer expert style advice, and build trust — all while tracking the complete customer journey.

As she puts it:

“Think of it as a store team within your website — generating revenue, sales, and loyalty one chat at a time.”