Overview

TWL is an Australian activewear and fitness lifestyle retailer known for premium apparel and accessories loved by athletes and everyday movers alike. With a fast-growing online presence and a diverse product range, TWL serves thousands of customers across Australia every week.

To support their growth, TWL worked with Clevertar to introduce a conversational AI sales assistant on their online store, an always-on digital team member designed to help customers find the right products, offer guidance, and create a more personalised customer experience.

The team named the AI assistant “Coach Lou”, and it quickly became a customer favourite.

Challenge

TWL wanted to:

• Improve customer satisfaction with faster, more accessible support
  
  
• Provide shoppers with tailored product recommendations at any hour
  
  
• Reduce customer service load and free up team for more complex inquiries
  
  
• Find new levers to increase conversion rates and revenue without increasing headcount

Despite strong traffic and loyal customers, the team saw an opportunity to create a smoother, more efficient path to purchase especially during busy sales periods or after hours.

Solution

TWL deployed a conversational AI sales assistant not only on their landing page but also on every product page. Couch Lou was trained on TWL’s product catalogue, brand tone, and common customer questions, enabling it to:

• Guide shoppers to the right products
  
  
• Surface the right size, colour, or fit information instantly
  
  
• Drive confident purchases with personalised support
  
  
• Operate 24/7, ensuring no customer is left waiting

The result was a digital sales assistant that felt like an extension of the TWL team, helpful, knowledgeable, and always available.

As the TWL team shared:

"It has been fantastic at keeping our customers really satisfied. It’s made our business more efficient and been able to drive sales 24 hours a day 7 days a week. We gave our AI agent a name, we called it couch lou. Her tone was very authoritative, knowledgeable and supportive. Our customers love it, they are able to get the information they need, when they need it"
                                                                                                                                                                             Ben (Co-founder at TWL)

Results

Over the six-month period, the impact was clear, couch Lou became a key driver of both customer satisfaction and revenue. By engaging shoppers in real-time, guiding them to the right products, and providing instant answers to their questions, it created a smoother, more confident shopping experience. The assistant worked around the clock, ensuring no customer was left waiting, while also helping TWL maximise sales opportunities without adding extra staff.

Customers assisted by the AI sales assistant spent 35.68% more per order than non-assisted customers.

2000+ conversations handled, converting 1000+ of those customers with 45.37% of customers interacting with the chatbot, completing their purchase. A standout performance! 

Conclusion

TWL’s experience demonstrates the power of conversational AI when it’s tailored, embedded, and aligned with the brand. By deploying  the AI sales assistant, TWL created a more satisfying shopping journey while unlocking new revenue all without adding extra staff.

Couch Lou continues to support TWL every day, delighting customers and helping the business grow.