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PDP Q&A lifts product conversion
Fashion retailer embedded an on-page Q&A assistant that answers sizing, shipping, and availability with trusted citations and safe hand‑off to support. Cart abandonment fell; conversion lifted.
Objectives & KPIs
- Reduce unanswered PDP questions that cause hesitation.
- Lift PDP conversion (CVR) and average order value (AOV).
- Deflect repetitive support tickets; keep CSAT high.
- Enable GA4 measurement and attribution.
+18%
PDP conversion lift
−25%
PDP topics
+7%
prompts
< 2 weeks
‑first‑value
Solution architecture
Assistant reads product facts (size charts, shipping policy, stock) and responds with citations. For edge cases, it escalates with transcript and context.
Shopify (PDP data) → Embeddings index Shipping/Returns pages → Knowledge base LLM (guardrailed) → Answers with citations Escalation → Zendesk ticket with transcript Analytics → GA4 events/parameters
We applied prompt guardrails, PII filtering, and rate limits. Clear escalation and analytics were embedded from day one.
Key integrations
- Shopify Storefront API
- Search/Embeddings store
- Zendesk
- GA4
Channels
- On‑page PDP widget
- WhatsApp fallback (optional)
Implementation
1) Discover
Goals, KPIs, data sources; success criteria and analytics events.
4) Launch
Pilot, QA, calibration; gradual rollout with dashboards.
2) Design
Flows, prompts & guardrails, UX, privacy filters, integration plan.
5) Handover
Docs, runbooks, enablement, and iteration roadmap.
3) Build
Connect data, implement logic, tag analytics, harden security.
Results & evidence
- Conversion lift: +18% PDP CVR vs. control (A/B test)
- Support deflection: −25% common PDP tickets
- AOV: +7% via cross‑sells in chat
- CSAT: 4.6/5 post‑chat survey
Significance verified via standard tests; GA4/BI dashboards tracked lift and seasonality.
Testimonial
“The PDP assistant answered sizing and shipping instantly and reduced pressure on support.”
— Client stakeholder
Governance & security
- Least‑privilege access and environment isolation.
- PII filters; no training on raw logs.
- Transparent citations or decision trails.
- Audit trail for changes and rollbacks.
Runbooks
Operational SOPs for updates, incident response, and periodic reviews.
Lessons learned
- Make answers short with PDP anchors
- Escalate edge cases quickly
- Index only trusted content
Next steps
- Extend to PLPs and post‑purchase support
- Add multilingual variants
- Personalize with session context
