BlackStrap grows conversions while strengthening loyalty with Remark

Situation

BlackStrap’s gear is built for people who live life outside, whether that’s carving through a whiteout, hiking into the backcountry, or casting lines under the summer sun. Every product is made with technical precision to perform in specific conditions, from sub-zero blizzards to high-altitude heat. That variety is part of the appeal, but it also means shoppers often need guidance to feel confident in their choice.

When those questions come up, timing is critical. Shoppers want answers while they’re still in the flow of imagining their next adventure, not after they’ve sifted through spec sheets or waited days for a reply. The right recommendation in the right moment can be the difference between hesitation and hitting “buy,” and it can turn a first-time shopper into a lifelong brand fan.

As BlackStrap’s community grew, the challenge became clear: how to deliver the same trusted, personal guidance customers would get from an experienced gear expert, instantly and at scale, without overextending the team.

Solution

BlackStrap wanted their online experience to feel as supportive and personal as their products themselves. With Remark, they can now deliver real-time guidance that reflects the brand’s knowledge and care. Whether someone is deciding between fabrics for cold-weather skiing or looking for sun gear that layers comfortably, expert help is available 24/7.

The experience feels seamless and personal, with shoppers describing it as if they were talking directly to someone who understands the conditions they’re preparing for. As one customer put it:

"The expert was very helpful, asking questions to understand weather conditions I am active in. I really appreciated her attention to these details and the recommendations she presented."

Behind the scenes, Remark combines AI and human expertise to translate BlackStrap’s deep product knowledge into simple, useful conversations. It extends the reach of the team, so every shopper feels supported — even if they’re browsing late at night or from a trailhead parking lot.

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BlackStrap uses Remark to deliver expert advice that feels personal and builds lasting connections.

Results

Since adding Remark, BlackStrap has seen shoppers who chat with an expert spend 10 percent more than those who do not, and conversations that start in chat convert to purchases about 20 percent of the time. Two-thirds of those conversions happen outside of normal business hours, showing just how important it is to meet customers when and how they shop.

For BlackStrap, these results are about more than percentages. They reflect a deeper commitment to building trust and strengthening relationships with their community. By delivering timely, thoughtful recommendations that match the conditions their customers live and play in, BlackStrap creates an online experience that feels just as genuine as the products they make — and just as personal as the bond they want to have with every customer.