AI systems for online brands that follow every customer from cart to checkout to delivery to their next order, and answer their questions in seconds along the way.
More sales, happier customers and more reviews, on autopilot
Where online brands lose sales
Paid traffic gets more expensive every year, so the brands that grow are the ones that convert, keep and re-sell to the customers they already paid for. These are the bottlenecks we see most often:
01
Carts that never check out
Baymard Institute’s research puts the average documented online cart abandonment rate at about 70%. Some of those shoppers were only browsing, but many leave with a question about shipping, sizing or returns that nobody answered.
02
Support inboxes full of the same questions
“Where is my order?”, returns, exchanges, sizing and “does this work with…?” make up much of a typical brand’s support volume. Every slow answer is a frustrated customer and a possible chargeback, bad review or lost repeat order.
03
Too few reviews
Shoppers lean heavily on reviews. Research from Northwestern University’s Spiegel Research Center found that a product with five reviews was far more likely to be purchased than one with none. Yet most brands only ask for reviews once, at the wrong time, or not at all.
04
One-time buyers who never come back
Most brands spend heavily to win a first order and very little to earn the second. Replenishment reminders, follow-up and win-back campaigns are often generic, poorly timed, or missing.
05
Customer feedback nobody has time to read
Reviews, tickets and return reasons hold the answers to “why aren’t people buying?” and “why are they sending it back?”, but they sit in different tools and nobody has time to read them all.
What we build for ecommerce brands
01
Abandoned cart and browse recovery
Email and SMS follow-up that answers the likely question (shipping, sizing, returns) instead of just repeating “you forgot something.”
02
AI support assistant
Answers order status, shipping, returns and product questions in seconds, around the clock, from your store data and approved policies, and hands off to your team when needed.
03
Post-purchase journey
Order updates, how-to-use tips and check-ins after delivery that cut “where is my order?” emails and returns.
04
Review requests at the right moment
Timed to delivery, with photo reviews encouraged and drafted replies to every review, positive or negative, for your approval.
05
Win-back and replenishment
Reminders when it’s time to reorder, and personalized win-back campaigns for customers who’ve gone quiet.
06
Feedback insights
AI summaries of reviews, tickets and return reasons each week, so you know which products, pages or policies to fix.
07
Paid acquisition and creative
Google and Meta campaigns and creative testing, built on automation experience at scale.
What it means for your store
01
More sales
More carts recovered, more second orders, and more shoppers convinced by reviews.
02
Happier customers
Instant answers, fewer “where is my order?” moments, and follow-up that feels helpful.
03
More reviews
A steady stream of fresh reviews and a reply to every one.
Ecommerce experience
Hub Media has worked with ecommerce brands since 2013, including Helimix (since acquired by Yeti), Spectrum Awakening and Neural Balance, running paid social and search campaigns and building the websites behind them. At Offrs.com, David built automated Google and Facebook campaign creation that ran hundreds of campaigns at once. Today we apply that automation experience to the whole customer journey.
Built around the rules
Texts and emails follow consent and opt-out rules. Review requests go to every customer, not only the happy ones, and incentives are disclosed in line with FTC guidance. Assistants answer only from your approved store data and policies.
FAQ
Does this work with Shopify or WooCommerce?
Yes. Both connect well with the email, SMS, review and support tools we use. We confirm the details for your store during the audit.
We already use Klaviyo (or another email platform). Do we need something new?
Usually not. We often start by improving the flows you already have and adding AI where it helps.
Will an AI assistant upset customers?
Not when it’s set up well. It answers from your real order data and policies, and anything it can’t handle goes straight to a person.
Where should we start?
Usually with the post-purchase journey and review requests, or the support assistant if your inbox is overflowing.
Find where your store is leaking sales
Request an AI Opportunity Audit and we’ll map your journey from cart to repeat order and recommend the two or three automations worth building first.