Renow Outlet is a Finnish online retailer redefining how consumers shop sustainably. The brand offers a curated collection of quality-verified pre-owned products. All carefully inspected to ensure buyers know exactly what they’re getting.

Their mission goes beyond affordability: Renow is committed to minimising waste and extending product lifecycles, making ecommerce accessible and convenient for everyone. With a 4.8/5 Trustpilot rating, Renow Outlet has become one of Finland’s most trusted online destinations for sustainable shopping.

As the business grew, Renow sought to improve digital engagement, support customers more efficiently, and create a seamless online experience that reflects its commitment to transparency and trust.

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The Challenge

With an expanding catalogue and rising website traffic, Renow Outlet’s support team faced increasing volumes of customer queries about:

• Product conditions and quality verification
  
  
• Warranty information
  
  
• Delivery times and return policies
  
  
• Availability of specific items
  
  
• Promotions and price differences

While their website already offered detailed product information, many shoppers still sought personal reassurance before purchasing, especially when buying pre-owned or returned items. Renow needed a scalable, friendly, and efficient way to provide real-time support without compromising the personal touch that defines their brand.

The Clevertar Solution

Renow partnered with Clevertar to deploy an AI-powered virtual shopping assistant “Renow Chat” designed to help customers confidently navigate the store and make informed purchase decisions.

The agent was launched as a homepage pop-up chatbot, featuring Renow’s own mascot for a cohesive, brand-aligned experience. The assistant answered questions about products and delivery, and guided them to relevant pages, creating an engaging and supportive shopping journey.

This conversational layer helped bridge the gap between human interaction and digital convenience, giving customers instant answers while freeing Renow’s team to focus on higher-value tasks.

Measurable Results 

(Jan 2025 – October 2025)

Highlights:

• On average, customers assisted by the AI Chatbot spent 34.72% more per order than non-chatbot users.
  
  
• 6,000+ questions answered across 2,500+ conversations, ensuring fast, accurate, and consistent support.
  
  
• Instant clarity on product quality and availability, reducing purchase hesitation and increasing conversion confidence.
  
  
• Seamless blend of AI and brand personality, with Renow’s mascot delivering a friendly, trustworthy, and engaging customer experience.

The Impact

• Enhance customer trust through real-time, transparent communication.
  
  
• Significant boost in AOV by assisting shoppers at key decision points.
  
  
• Operational efficiency through automation of routine enquiries, reducing workload and response times.
  
  
• Enhanced customer experience, combining human-like engagement with the speed and scale of AI to deliver a consistent, reassuring, and delightful shopping journey.

Conclusion

The partnership between Clevertar and Renow Outlet demonstrates how conversational AI can transform e-commerce, especially in the growing sustainable ecommerce sector, where trust and transparency are paramount.

By combining intelligent automation with a human-centric, brand-aligned design, Renow Chat not only enhanced customer confidence but also drove measurable business outcomes, including a 34.7% increase in average order value and streamlined support operations.

Beyond the numbers, the AI assistant reinforced Renow’s commitment to transparency, trust, and sustainability, delivering a seamless shopping experience that reflects the care and quality customers expect from pre-owned products. As Renow continues to grow, Clevertar continuously update and reform the platform, helping the retailer scale meaningful engagement, inspire buyer confidence, and extend the lifecycle of every product, all while staying true to its sustainable mission.

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