Stance inspires confident choices with real-time, on-brand support

Situation

Stance has a catalog packed with expressive designs and technical performance features. As a result, their shoppers often look for guidance choosing the right product, whether they need the perfect fit for running, hiking, or everyday style. As Stance’s digital presence grows, so does the volume of high-intent questions the brand receives on a daily basis. The team needs a way to meet that customer curiosity head-on, supporting shopper decision-making while keeping the brand’s elevated tone and seamless site experience intact.

Solution

Stance brings Remark into the fold to offer real-time guidance right where shoppers need it most. Whether someone is exploring the difference between lightweight and mid-cushion socks, comparing fabric blends, or building a full look, help is always just a click away. Every interaction feels natural and on-brand — not like a chatbot, but like a knowledgeable member of the Stance crew, ready to guide shoppers every step of the way. By keeping support intuitive and conversational, Remark helps shoppers stay immersed in discovery instead of scrolling aimlessly, detouring to FAQs, or abandoning their carts.

"Chatting with Sam saved me hours searching for the socks I want. It was so helpful!"

Results

With Remark delivering real-time support that feels true to the Stance experience, the brand sees meaningful gains across engagement, confidence, and conversion. Conversations convert at a rate of 32%, showing how effectively the chat experience guides shoppers toward confident decisions. The brand maintains a 95% customer satisfaction score, reflecting the effortless, human tone shoppers associate with Stance. And with an average 15-second human pairing time, Stance delivers personal support faster than ever, keeping shoppers inspired, informed, and moving from browse to buy with ease.