Client Background
Trew Gear is an independent outdoor apparel company based in the Pacific Northwest, known for crafting high-performance, style-forward gear for skiing, snowboarding, and mountain life. They sell through their Shopify storefront, offering products designed for backcountry conditions, resort riding, and everyday winter wear to a dedicated community of outdoor enthusiasts.
Trew Gear wanted to make shopping for technical outerwear easier and more informative. As their product line grew and seasonal drops became more frequent, they looked for ways to reduce friction around sizing, layering, and gear performance. At the same time, they needed to ease the load on their support team. Their Shopify-based site was the hub for product education and purchasing, making it the ideal place to offer real-time guidance and support.
Challenge / Problem
Trew’s customers often had questions about sizing, warranty policies, returns and exchanges, and how to navigate specific product categories. Shoppers looking for technical outerwear also needed help understanding how garments would perform in different conditions and how to layer them properly. These questions were especially common during product drops or seasonal transitions.
With a small support team, responding to repeat inquiries like “How do I return an item?”, “Does this fit true to size?”, or “What’s covered under warranty?” created a growing strain on internal resources. With immediate and clear answers located in different parts of the site, there had to be a better way.
Solution
To improve customer support and make it easier for shoppers to get quick, accurate answers, Trew Gear implemented Omakase.ai Voice. They introduced Emma, a custom-trained AI agent built to serve as both a gear expert and a helpful support guide. Emma was trained on key information including Trew’s product catalog, sizing guides, warranty policies, return and exchange process.
Using Omakase’s no-code Shopify integration, the agent was launched on the site and Emma now delivers clear, conversational responses to common questions about fit, product care, shipping, and customer service. The AI was also personalized to match Trew’s knowledgeable and approachable tone, ensuring that each interaction feels natural and aligned with the brand.
Results / Impact
Emma engaged in conversations with site visitors, generating a total of 300 messages with an average of 7.5 messages per conversation. During these interactions, customers clicked on suggested products 12 times, averaging 0.3 product clicks per conversation, and initiated 18 voice calls through the agent.
Rather than passively browsing, visitors used Emma to actively explore gear, clarify questions, and make more informed decisions. The agent’s presence added a layer of on-demand expertise, reducing the need for manual support and helping shoppers move forward with greater clarity and confidence.
Takeaways / Why It Matters
Trew Gear’s experience shows that Omakase.ai can simplify complex product decisions without disrupting the shopping experience. With a fast and effortless integration into their Shopify site, Emma was up and running quickly. She was ready to handle common questions around sizing, returns, and warranties while maintaining the brand’s approachable tone. This reduced repetitive support tasks and helped shoppers feel more confident throughout the buying process.
Brands like Trew Gear are using Omakase.ai to deliver clear, reliable guidance at scale while continuing to meet customer needs and keep the experience personal.
