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

become an expert

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

How Dr. Comfort achieved an 11x returns decrease with Feel

31

-

%

conversion to purchase rate

11

-

x

decrease in return rate

10

-

%

lift in AOV

+90%

raving positive reviews from consumers

10X

ROI on the cost of the seller

80%

less likely to return purchases

Since 2002, Dr. Comfort has had one mission: to make life easier for people living with diabetes and other conditions that affect the feet. Dr. Comfort merges quality, comfort, and style to create health-focused footwear options that look as good as they feel. 

The Challenge

This is some text inside of a div block.

Improve the online sales experience for users accustomed to in-person shopping

Dr. Comfort sells shoes designed to support wearers with diabetes and related conditions. According to the brand’s data, the average shopper seeking this kind of footwear is 60+ years old. Serving this generation through an online-only DTC marketplace presented two challenges: 

  1. Dr. Comfort’s core audience isn’t as comfortable with chatbots or AI-assisted tech and often chooses not to buy from sites where that’s the only customer assistance option. 
  1. Dr. Comfort’s usual demographics prefer speaking directly to sales experts who can answer nuanced questions about their specific health, comfort, and style needs. 

Nimesh Porbandarwalla, Vice President of Marketing and Business Strategy at Enovis (the parent company of Dr. Comfort), wanted to streamline the average shopper’s journey to checkout. This means ensuring shoppers feel educated and empowered to make a purchase. 

“We could acquire a visitor and get them on our website. But then, they’d get confused about the best option for them — and end up not buying anything. That’s the main reason we needed to strengthen our funnel for conversions.” 

The Solution

This is some text inside of a div block.

Feel connects your shoppers to live experts, providing a sales experience  familiar to consumers

When Nimesh discovered Feel’s live sales experts, he knew this would be the perfect fit for the Dr. Comfort demographic. 

The brand leveraged Feel to add a “Shop with an Expert” button to the Dr. Comfort website so shoppers would know exactly where to click if they needed a helping hand during the browsing process. 

Since implementing Feel, Nimesh has seen a notable uptick in conversions, which he attributes to the personalized, real-time help of Feel’s live sales experts — guiding shoppers to find the perfect Dr. Comfort shoes for their unique needs. 

“Now, whenever someone visits the Dr. Comfort website, we can drive them to purchase by providing a sales expert with the right experience and product education. Feel is making a true difference here.” 

“We had other customer support options, but they didn’t work well for our demographics. These shoppers are used to talking to people. They want that personalization. So, when we heard about Feel, I had to give it a shot.”

Nimesh Porbandarwalla

VP of Marketing and Business Strategy at Enovis

The Results

This is some text inside of a div block.

Feel helps Dr. Comfort boost conversions & reduce returns

In the 6+ months since onboarding with Feel, the team at Dr. Comfort has seen an impressive lift in conversion rates and a sharp drop in return rates. Even more, their customer care center has received fewer calls inquiring about specific products, which frees them up to focus on shipping- and sourcing-related questions. 

The numbers don’t lie: Feel is ultimately making a difference. Here are some of the metrics: 

  • 33% conversion to purchase rate
  • 11x decrease in return rate 
  • $64k in quarterly gross sales

Qualitatively, Nimesh has heard nothing but praise from Dr. Comfort customers who’ve worked with Feel’s sales experts. That is high praise from a generation accustomed to a white-glove, in-store shopping experience. 

“We know there are more positive customer interactions and purchases happening because of Feel. And I have never heard a customer tell me they felt overwhelmed or not helped by their sales experts.” 

The Future

This is some text inside of a div block.

As Feel grows, Dr. Comfort’s shopper experience only improves

Nimesh and the team at Dr. Comfort team have seen a rise in revenue in the months since partnering with Feel — and they’re positively thrilled about that growth potential. Plus, as Feel continues to iterate on our shopper experience offerings, the brand can continue expanding services for their customer base. 

Looking forward, as Dr. Comfort continues their decades-long tradition of creating stylish, comfortable footwear, Feel will help each and every shopper find their perfect pair. 

“Feel continues to make enhancements to their software, which then help us more with assisted shopping and closing more transactions. As Feel grows, Dr. Comfort is ready and willing to partner with them to see how that drives our growth, too.” 

EXPLORE OTHER CASE STUDIES
Dr. Comfort, a top orthopedic footwear company, saw a significant AOV increase
See more →
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 →
How Velotric reached a 17% conversion rate in four months with Feel
See more →

become an expert

become an expert
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.