UFM Underwear
A Florida underwear maker keeps a live person on its checkout flow at 1am without hiring a support team.
Who they are
UFM Underwear, short for Underwear For Men, makes adjustable-pouch boxer briefs with different support levels for medical, work and everyday use. Founder and CEO John Polidan is a retired engineer who taught himself to sew and built the product to address a problem he had not found a solution to off the shelf — pain reduction during recovery, plus comfort for athletes.
What they were dealing with
Most online underwear shoppers do not buy without questions, and UFM's product needs more explanation than most. The team is small and runs lean, so hiring around-the-clock support staff was not on the table. But customers landing on the site at odd hours still needed to talk to someone before they would check out.
It's amazing that a person can come to our website, they can talk to a tawk.to person, get their questions answered, and purchase the product. And this could be at 1 AM in the morning.
How tawk.to helped
UFM added live chat and brought in Hired Agents at $1/hr to keep the site staffed at all hours. Customers get a real person ready to walk them through the product range — fit, support level, use case — in the same session in which they are deciding whether to buy.
What changed
Customers can come to the site at 1am, ask questions, get answers, and complete a purchase with human help. UFM kept its lean structure, did not add headcount, and gave customers the human reassurance that turns a research session into an order.
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