Case Study: Rat & Boa achieves 30% fewer returns with Certainly

Rat & Boa cuts returns by 30% with Certainly

Rat & Boa, a bold and playful UK fashion brand, faced a significant challenge with product returns driven by sizing uncertainty. These returns were a major cost to their business. They needed a customer support solution that could scale to answer sizing questions and reduce returns, but it also had to perfectly match their distinctive brand voice, which generic chatbots could not provide.

Certainly built an AI agent for Rat & Boa that included a size guide quiz to walk shoppers through their measurements and recommend the right fit. The solution also proactively detected when a customer added multiple sizes of an item to their cart to offer guidance before checkout. This approach, which kept every conversation perfectly on-brand, resulted in a 30% reduction in returns for the fashion retailer.

Rat & Boa