From question to checkout: How Ninja Transfers turns conversations into orders with Fin

Ninja Transfers sells custom direct-to-film transfers, providing side hustlers, crafters, print shops, and small brands a “print-it-yourself” way to create their own apparel. At four years old, the business built on Shopify has grown fast. And with the growth in demand for their unique product offering came a flood of customer questions unlike anything a standard online store deals with: which file types to upload, whether to use an iron or a heat press, what temperature to set, how long to press, and more.

“The fact that we’re a custom transfers business adds a lot of complexity to the buying process,” says Matt Satell, Director of Ecommerce at Ninja Transfers. “There are far more questions than in standard ecommerce, and that leads to a lot more chats, calls, and emails.”

Questions that arrived overnight often had to wait for a response. In a business where getting the right answer at the right time drives the sale, not getting back to customers when it counted usually meant Ninja Transfers lost the order.

Ninja Transfers had started out on Tidio, which did the job in the early days when volumes were low and the business was simpler. But as the brand scaled, it outgrew the tool. Tidio’s chatbot couldn’t reason through the detailed, custom questions buyers were asking, and its automation couldn’t keep pace with the rising volume.

The Ninja Transfers team knew AI was the answer. They were already running Fin, an AI Customer Agent, across its sister brands, Ninja Patches and Rush Order Tees to automate repetitive frontline support queries. They’d seen what it could do, so rolling it out for Ninja Transfers was an easy call.

At Ninja Transfers, they started by getting Fin to handle repetitive questions about file types, sizing, and application methods. Fin handled these instantly, working 24/7, and quickly reached almost 80% resolution rate. From there, the team saw an opportunity to take it further.

Because Fin integrates directly with Shopify, they were able to extend it into the online buying journey. When customers were deciding what to buy, Fin could provide personalized shopping assistance based on Ninja Transfers' product catalog.

In those conversations, Fin does the work of a knowledgeable store assistant. It surfaces the right options, asks about sizing, suggests which T-shirts pair best with a particular transfer, walks customers through the right application method, and helps build the cart. “Fin does a great job helping customers figure out exactly what they need, whether that's the right transfer, the right shirt, or the best way to bring their design to life. For a business as consultative as ours, that's critical,” Matt explains. “It's like having a product expert available whenever a shopper needs help.”

The real value shines through – for both customers and the Ninja Transfers team – when Fin handles both shopping and support questions in one conversation. The customer gets product guidance, has their questions answered, and receives post-purchase support without ever being handed off to a human. The support team gets time back to invest in more value-adding activities. “We feel like we have the best of both worlds,” Matt says. “Fin guides customers on their buying journey while still answering the questions and providing the support they’re looking for.”

Within two months of adding Fin to the buyer journey, the results were clear. One in ten conversations Fin handles ends in an order, and those orders average 20% above Ninja Transfers’ typical average order value. Over the last 14 days alone, that added up to $73,738 in Fin-influenced revenue. “Shoppers who engage with Fin tend to have higher commercial intent,” shares Matt. “And for a bigger order, they want reassurance before committing, which Fin provides.”

Fin now handles tens of thousands conversations a month across Ninja Transfers, Ninja Patches and Rush Order Tees, resolving around 80% of them end to end. This means nearly 13,000 conversations each month never need to reach a human.

But beyond handling more volume, Fin has helped Ninja Transfers scale a fast-growing business without adding headcount and provide a better customer experience. Support reps are no longer stretched across repetitive questions, but instead get to focus on work that genuinely needs a human. And customers now get immediate and personalized answers to their purchase questions, helping them feel more confident about what they’re buying.

“Reducing friction across the buying journey has always been a priority for us,” says Matt. “Fin has been a great vehicle for that. If you’re on Shopify, Fin is the best way to guide customers to the right product while still giving them the support they need to confidently check out.”