Case Study: OtterBox achieves higher D2C conversions and customer satisfaction with iAdvize

OtterBox strengthens its D2C strategy by elevating its digital customer experience

OtterBox, the Fort Collins‑based maker of protective device cases and outdoor gear, set out to strengthen its direct‑to‑consumer (D2C) strategy and accelerate go‑to‑market innovation while staying true to a customer‑first culture. Faced with rising online traffic and the need to engage and educate visitors about new products, the company targeted cart abandonment and the challenge of building direct customer relationships and feedback loops.

OtterBox deployed a conversational strategy—combining a real‑time targeting chat platform, a tech‑savvy peer expert community of paid independent advisors, and a chatbot to handle simple queries and escalate complex ones. From Jan–May 2020 this approach drove measurable results: post‑chat conversion rate 13%, post‑chat average order value +22%, $734K revenue attributed to conversations (+25%), CSAT 84.5%, NPS 58, and large year‑over‑year gains in customer satisfaction.

OtterBox

Patrick Waller

Director of eCommerce