Overview
Established in 2011, Vitaly is an experimental accessory design studio based in Toronto. With a future-looking approach to design, Vitaly produces engineered staples and contemporary statements constructed from stainless steel.
The challenge
Vitaly’s products sit at the intersection of design, identity, and technical detail which creates meaningful purchase intent, but also last-minute hesitation. Shoppers often want reassurance before buying again (or returning after a first purchase): fit and styling questions, material expectations, and “is this the right piece for me?” moments that email/SMS can’t always resolve in time.
At the same time, building an internal sales/support calling team to nurture repeat purchases and re-activate dormant buyers wasn’t the right operational tradeoff.
Objective: create a scalable, voice-led lifecycle layer to convert new buyers into repeat customers and win back customers after a period of inactivity.
The strategy
Vitaly deployed Consio’s AI-powered phone outreach across lifecycle tiers, including:
Tier 1 — New Purchase Calls
Follow-ups designed to reinforce confidence after a first purchase and encourage a second order.
Tier 2 — 60-day winback
Targeted outreach to re-engage customers who hadn’t returned after 60 days.
Messaging was personalized to the customer context to remove friction, answer questions quickly, and convert intent into repeat orders.
The results
Tier 1 — New Purchase Calls
4,003 calls completed
8.88% conversion on connected calls
$33,389 total revenue
Tier 2 — 60-day winback
2,085 calls completed
12.12% conversion on connected calls
$11,990 total revenue
