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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.

Contents

  1. Objectives & KPIs
  2. Solution architecture
  3. Implementation
  4. Results
  5. Governance & security
  6. Lessons learned
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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%

Support tickets on
PDP topics

+7%

AOV via cross‑sell
prompts

< 2 weeks

Time‑to
‑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

 

 

Want similar results?

We’ll tailor a sprint to your stack and seasonality, with clear KPIs and guardrails.

Published on

Category(s)E‑commerce & Retail

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