Pre Purchase CX Blind Spot

Hey there Smarty 👋

Are you geared up to catch the latest and greatest in quick shorts?

And just a quick heads-up! If you stumbled upon us through a friend, make sure to subscribe here! That way, you’ll never miss out on the trending shorts.

🚀 The Pre-Purchase CX Blind Spot: How Bad Support Kills Sales Before They Even Happen

Your Support Team Isn’t Just for Fixing Problems—It’s for Closing Sales. Most DTC brands think customer support exists only to solve post-purchase problems—returns, refunds, and product issues. But what if the biggest revenue leaks happen before the purchase ever takes place?

The reality is pre-purchase hesitation kills conversions faster than price objections. Customers don’t just abandon carts—they abandon decisions. The reason? They don’t get the answers they need at the exact moment they need them.

Why Poor Support is Secretly Hurting Your Sales

Think of customer support as your last-mile conversion closer—but instead of guiding shoppers toward checkout, most brands unintentionally create more friction.

1️⃣ Shoppers Get Stuck in the “Decision Gap”

Many abandoned carts aren’t about price—they’re about unresolved hesitation. Customers aren’t sure if a product fits their needs, if shipping will arrive in time, or if a competitor has a better offer.

Use AI-powered chat triggers on high-drop-off pages to engage hesitant shoppers in real time.

2️⃣ Delayed Responses Kill Buying Intent

When shoppers have questions about sizing, materials, shipping, or product differences, they expect instant answers. The longer it takes for a response, the more likely they’ll leave—and they rarely return.

AI-driven support systems can now resolve up to 86% of pre-purchase inquiries instantly, keeping high-intent buyers engaged. 

3️⃣ Support Agents Don’t Think Like Salespeople

Most customer service teams are trained to resolve issues, not close sales. They answer questions but don’t proactively guide shoppers toward the right purchase decision.

Equip support reps with conversion-driven training—helping them recommend products based on real customer needs rather than just providing generic responses.

4️⃣ No Proactive Engagement on Key Drop-Off Points

Most brands fail to identify where hesitation happens. If a shopper lingers on a pricing page, compares multiple products, or revisits FAQs, that’s a sign they need one final nudge.

AI-driven systems can detect hesitation behaviors—like prolonged dwell time on pricing pages or repeated product comparisons—and automatically offer assistance before the visitor exits.

How to Turn Support into a Sales Driver

• Leverage AI-powered support to handle common pre-purchase questions instantly.
• Train support teams to recommend, not just respond—turning inquiries into conversions.
• Identify hesitation signals and deploy proactive engagement at the right moment.

Final Takeaway

DTC brands that treat support as just a post-purchase function are losing sales before they even begin. The future isn’t just fast support—it’s support that sells.

Want to see how AI-first support is changing customer service? Intercom’s 2025 Customer Service Transformation Report reveals how brands are scaling their support while resolving up to 86% of inquiries with AI. Get your copy now!

Together with Drivepoint

📈 Free: 3 Advanced Forecasting Templates for Omnichannel Brands built by Drivepoint—trusted by True Classic, Oats Overnight, and Salt & Stone!

Scaling across DTC, retail, or wholesale? Stop guessing—start forecasting with confidence. 

Drivepoint, the strategic finance platform behind True Classic, Oats Overnight, and Salt & Stone, is giving you free forecasting templates to help omnichannel brands scale smarter. 🚀

Track ad spend, prevent stockouts, manage COGS, and forecast revenue—all in one place. These plug-and-play Excel templates will give you a pro-level jumpstart. 

When you’re ready for automated data syncing, real-time scenario modeling, and hyper-accurate forecasting, Drivepoint is your go-to platform.

📊 Download your free forecasting templates here!

📢 Campaign Manager 360 Expands Partnerships for Smarter Ad Management
Insights from Google

Google’s Campaign Manager 360 is evolving to help advertisers navigate today’s complex digital ecosystem, with new integrations that enhance creative workflows, simplify campaign activation, and improve performance tracking—especially across CTV and streaming platforms.

The Breakdown:

• Seamless Creative Management with Adobe & Typeface – A new integration with Adobe GenStudio for Performance Marketing allows direct creative asset transfers, while Typeface’s generative AI helps brands scale personalized content for multi-channel campaigns.
  
• Direct Campaign Activation with The Trade Desk & Google Ads – Advertisers can now send ad tags directly to The Trade Desk and apply Campaign Manager 360 measurement tags to Google Ads campaigns, eliminating manual processes and improving efficiency.
  
• CTV & Streaming Performance Tracking with Netflix Ads – A new integration with Netflix Ads enables VAST video creative serving and impression tracking within Campaign Manager 360, allowing advertisers to analyze Netflix campaigns alongside other video ads.
  
• Cross-Media Reach for TV & Digital – A Comscore-powered report now provides a unified view of digital video and linear TV campaigns, helping brands optimize audience reach across formats for smarter media planning.

With digital advertising growing more complex, Campaign Manager 360 is positioning itself as an all-in-one hub for creative, media, and measurement solutions. These new partnerships ensure better integration, more automation, and deeper insights.

❓ What If You Could Identify Anonymous Website Visitors? Smart Recognition uses AI to capture the email addresses of up to 40% of your website traffic—without opt-in forms. Retarget lost visitors, send abandoned cart emails, and grow your revenue faster.  Book a free demo today!

🗞️ Amazon's Q4 net sales rose 10% to $187.8B, driven by AWS (+19%), digital ads (+18%), and North America sales (+10%). Net income doubled to $20B. A record holiday season boosted sales, but Q1 guidance forecasts 5-9% growth amid FX headwinds.

🛍️Temu, Shein, Amazon, Walmart, and Shop topped U.S. retail app downloads, with Temu surpassing 200M downloads. Global leaders included Meesho and Shopee. U.S. mobile spending hit $150B (+13%). AI app usage surged, exceeding 7.7B hours.

📲TransUnion and AT&T introduced a feature allowing businesses to display call reasons, logos, and names on Android to rebuild trust, reduce missed calls, and improve efficiency. Currently available for AT&T users, with potential expansion to iPhones.

That’s a wrap for today! Tell us your thoughts about today's content as we line up more Shorts! And don’t hesitate to share this with someone who’d adore it. 🥰