Ruti is a high-end, Silicon Valley-based, on- and offline boutique with stores across the country.

90K

Website impressions

31%

Conversion to Sale

494

Products sold/ transactions

$124K

Gross Sales

11x

less likely to return purchases

An innovative startup developing smart tech monitoring devices that allow parents to be more in tune with their growing baby.
Feel made it easy, operationally and financially, to build our team of experts. Our team works closely with the sellers on our site; they’ve become experts on our product, work well with our support teams and drive great incremental revenue
Sarah Dorsett, CEO

What are consumers saying:

“Libby was amazing and it was wonderful not having to talk to a robot. That alone made me want to buy from Nanit!”

“I was not expecting to see a real live human on the other end! Such a pleasant surprise and next level customer service”
91% Positive
9% Neutral
0% Negative
Dr. Comfort is a medical devices company that provides orthopedic shoes and orthotic footwear.
What I like about Feel is that it’s a turnkey solution that brings traditional personalized retail shopping experience to an online store
Nimesh Porbandarwalla, VP Marketing & Strategy

What are consumers saying:

Brittany was so knowledgeable & immediately made me feel comfortable. Making my decision was so much easier with her help!

I hate the guesswork that comes with buying online, seeing what I was buying on the live video chat was super reassuring!
91% Positive
9% Neutral
0% Negative

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Ace Marks boosts luxury shoe sales by 35% with live sales experts

15

-

30

%

overall lift in site conversion in a recent A/B test

35

-

%

conversion rate for consumers who speak with Feel

8

-

%

AOV lift

+90%

raving positive reviews from consumers

10X

ROI on the cost of the seller

80%

less likely to return purchases

In 2016, the founders of Ace Marks set out to break the binary in the men's footwear market of cheap and poorly made vs. luxury and exorbitantly priced. Today, the brand delivers handcrafted, world-class shoes at an affordable price — with big plans to scale quickly through acquisition.

The Challenge

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Ace Marks sells the majority of its products online through their DTC website. The brand deeply trusts the quality of their shoes — after you’ve worn them once, you’ll come back and repurchase. In fact, Ace Marks boasts a 44% returning customer rate

However, Paul Farago, Founder & CEO of Ace Marks, explains that one of their most significant hurdles here is convincing customers to make that first purchase

In order to drive incremental revenue, the brand was on the hunt to bring an in-person feel to their DTC website to help shoppers decide to purchase. This was especially needed since an average pair of Ace Marks shoes costs $250 — the kind of price point that doesn’t lend itself to unguided impulse purchases.

The Solution

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Feel’s expert fashion sales associates provide tailored sales assistance to online shoppers

Paul eventually received a cold email from Feel — and soon realized we provided the exact conversion solution he needed. 

Before the partnership began, he admittedly worried about whether Feel’s sales agents could hold complex conversations about their specialized, luxury product with shoppers. Fortunately, he had no need to worry. “I felt comfortable with our sales reps immediately,” affirms Paul. 

  • Their assigned fashion experts did deep dives to understand the brand and its products
  • Plus, the fashion stylist's prior experiences with in-store styling led to a seamless transition. 

From there, implementing Feel was seamless because the user journey is so intuitive

First, Ace Marks customers receive help from the stylist on their homepage. A Feel educator then pops up to assist them with the purchasing process. This level of service brings two major improvements to Ace Marks as an operation: 

  1. First-time shoppers receive tailored sales assistance that gives them that final push to purchase. 
  2. This is a step up from paid ads, which generally don’t work for higher-price-point fashion brands. Paid ads are also costly upfront when the brand is still trying to cultivate LTV. 

"Anything we can do to minimize our spend, make our marketing more efficient, and get that first-time customer to make that purchasing decision is super, super, helpful. Feel just covers all of those bases for us." 

"I love that someone is face-to-face with our customers, helping make decisions and giving that in-store salesperson and stylist feel. Our shoes aren't impulse buys, and that's important when making a high-value purchase. Helping shoppers get over the edge and decide to buy is Feel's biggest value-add."

Paul Farago

Founder & CEO of Ace Marks

The Results

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Feel boosts sales & order values

Since they onboarded with Feel, the Ace Marks team has seen increased conversions and AOV and reduced return rates. Plus, their bottom line has lifted since Feel experts bring visibility to other products like shoe care products or shoe trees. 

Take a look at the metric benefits of Feel so far: 

  • 15-30% overall lift in site conversion in a recent A/B test
  • 35% conversion rate for consumers who speak with Feel 
  • 8% AOV lift

On the qualitative end, Ace Marks customers are typically accustomed to the level of in-store service one receives at Nordstrom or Barneys. Today, Feel brings that special aura of sales assistance to the online shopping experience. 

"Our partnership with Feel has been working out really well. The conversion rate of our customers who interact with Feel support agents is ridiculously high — at 20–25%. That's a really eye-popping number." 

The Future

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Ace Marks will continue to grow with Feel

Footwear can be a picky product with technical sizing, but the people at Feel can sell it. In Paul’s words, “If you can figure out a way to make your product work for footwear, you can make it work for almost anything else.” 

Looking forward, he and the Ace Marks team are excited to keep working with a swiftly scaling startup like Feel — especially as they supply feedback to influence the very future of the platform

EXPLORE OTHER CASE STUDIES
Dr. Comfort, a top orthopedic footwear company, saw a significant AOV increase
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How Velotric reached a 17% conversion rate in four months with Feel
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How Ruti achieved a 24% increase in revenue with adding AI to empower its sellers
See more →
Ace Marks boosts luxury shoe sales by 35% with live sales experts
See more →

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