How Freedom Company Achieved Zero Returns and Skyrocketed Customer Engagement: A Game-Changer for Fashion Brands
In today’s highly competitive fashion industry, apparel brands face a unique set of challenges—balancing the need for a great customer experience with the ever-present threat of costly returns. One brand, Freedom Company, recently turned these challenges into opportunities, achieving something truly remarkable: zero returns on their apparel products over a 6 month period. How did they do it? The answer lies in their strategic use of virtual fitting technology and a renewed focus on customer engagement.
The Challenge: Reducing Returns in E-Commerce
Returns are a significant pain point for apparel brands, with the average e-commerce return rate for apparel sitting at a staggering 24.4%. For many brands, returns not only eat into profits but also create friction in the customer experience, potentially harming long-term loyalty. Freedom Company recognized this issue early on and sought a solution that would not only reduce returns but also enhance the overall shopping experience.
The Solution: VisualizeX Virtual Fitting Technology
In February 2024, Freedom Company relaunched with a fresh approach, integrating VisualizeX's cutting-edge virtual fitting technology into their online shopping experience. This tool allows customers to create personalized avatars by either entering their body measurements or taking two photos. The result? A virtual try-on experience that empowers customers to see exactly how a garment will fit and look on their unique body.
But the impact didn’t stop there. Freedom Company found that customers engaged more deeply with their product pages, spending 68% more time as compared to standard apparel e-commerce pages. This increased engagement not only reflects customer confidence in their purchase but also a more enjoyable and personalized shopping experience.
The Results: Zero Returns, Streamlined Production, and Happy Customers
The results were nothing short of extraordinary. In the first six months following the relaunch, Freedom Company reported zero returns—a significant achievement in an industry where returns are often viewed as inevitable. Moreover, by transitioning to an on-demand manufacturing model, they were able to produce and deliver garments within 5-10 days, eliminating the need to have large amounts of capital tied up in inventory. There also seemed to be an element of the on-demand model that when combined with VisualizeX could also have played a role in the reduction of returns. Customers were able to try garments on their avatar before purchase and also knew the garment was being produced just for them.
The integration of VisualizeX also provided other key insights about the method customers prefer to use when creating their personalized avatar and the way they like to experience the avatar in relation to the model images or product shots on the product page. Download the full case study to read about these other findings.
In the future, Freedom Company will be utilizing the information from VisualizeX in their product design process to ensure the fits and styles they add to their collection will work well for the body profiles of the customers they serve.
Why This Matters for Your Brand
Freedom Company’s success story is a powerful example of how embracing technology can address longstanding challenges in the fashion industry. By leveraging virtual fitting technology, they not only eliminated returns but also created a more engaging and personalized shopping experience for their customers.
If you’re a fashion brand looking to reduce returns, boost customer satisfaction, and streamline your operations, the lessons from Freedom Company are invaluable.
Curious to learn more?
Download the full case study to get an in-depth look at how Freedom Company transformed their business and discover actionable strategies you can apply to your own brand.
This could be the game-changer you’ve been looking for. Don’t miss out—unlock the full story today!
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