Case Study: Latercase improves product discovery and self-serve support with Haptik

How Latercase Enhanced Product Discovery & Self-Serve Support

Latercase, the leading provider of ultra-thin phone covers worldwide, wanted to improve customer experience on its website by offering real-time support and a better way for shoppers to navigate a crowded phone case market. With Zendesk already in place as its CRM, the team looked for a conversational AI solution that could support both pre-purchase product discovery and post-purchase service needs.

Haptik partnered with Latercase to build a self-service AI commerce assistant integrated with Zendesk Sunshine, Shopify, and WeSupply. The solution helped customers discover products, add items to cart, and check out directly in chat, while also handling order status, tracking, cancellations, returns, and exchanges. Haptik’s implementation drove measurable engagement, including 29% of users exploring products, a 20% add-to-cart rate, and a 70% cart-to-checkout conversion rate.

Latercase

Nick

Customer Experience Manager