YourSpex measures its agent on appointments booked, not orders closed
When the conversion event is an appointment, not a checkout
- Client
- YourSpex
- Platform
- Shopify
- Market
- India
- Window
- 1 Jul to 7 Sep 2026
What YourSpex has live
The primary channel, carrying 73.8% of chats. Bookings, confirmations and follow-up live in one persistent thread.
Frame discovery and lens explanation on the storefront.
Social discovery from frame-led creative.
Offer-led entry on a catalog where discount questions are a top-three intent.
YourSpex sells prescription eyewear, sunglasses and contact lenses, backed by a free home eye test delivered by a certified optometrist across nine Indian cities. Launched by GKB Eyecare, a legacy optical chain, the brand pairs an online catalog with home try-on of 500+ curated frames and prescriptions issued on the spot. Sold from yourspex.com, YourSpex runs its conversational layer (including appointment booking) on YourLio AI.
Challenge: the sale finishes in the customer's living room
YourSpex's funnel is designed to leave the website. Its flagship offer is a free home eye test: an optometrist arrives with clinical equipment and hundreds of frames, runs an exam, and hands over the prescription. The order is placed at that visit or after it.
That makes the obvious metric misleading. Measured as chat-to-checkout, YourSpex looks like the weakest account documented here. Measured as chat-to-booking, it is one of the strongest. 718 chats were classified as Home Eye Test intent across 69 days.
The demand is unusually intense relative to traffic. More than four sessions in ten started a chat. The recorded themes explain why: lens customisation demand is high, especially prescription, blue-light and anti-glare; face-shape fit is a recurring pre-sales ask, with the agent routinely collecting gender, age and face shape; and shopping is heavily offer-led, with thick-frame discounts driving a lot of entry.
The recorded objections are honest about where it still breaks. Shoppers asked about cash-on-delivery and were uncertain about payment options. Some received a lens or frame that did not match what they asked for. Progressive-lens problems needed human help. And appointment booking itself created friction: the agent repeatedly asked for missing pincode, name and phone details.
- “Try Spectacles at home with a free eye test”
- “Know more about best selling thick frames”
- “Get flat 30% Off on thick frames”
- Uncertainty about payment options, particularly cash on delivery
- Received lens or frame not matching what was requested
- Booking friction, the agent repeatedly asking for missing pincode, name and phone
Solution: a booking agent on the channel bookings belong on
WhatsApp AI is the primary surface and carries over 4,500 chats. That is the right channel for this funnel: an appointment is a relationship over several days (confirm, remind, reschedule, follow up) and a website chat window that closes with the tab cannot hold it.
The agent's success condition was set to the appointment, not the order. Product Discovery ran to over 4,500 chats and Product Info to over 2,500; the job is to narrow the frame consideration set, explain the lens options, and move a qualified shopper into a home eye test slot rather than push a checkout she is not ready for.
AI Popups handle the offer-led entry, discount questions were the third-largest intent at over 1,000 chats, and thick-frame promotions are a genuine acquisition driver here.
over 4,000 customer profiles were enriched from over 6,500 chats, capturing city, prescription status and frame preference before an optometrist is dispatched.
Strategy: how YourSpex runs it now
This account is a lesson in measuring the right thing. Three decisions follow from treating the booking as the conversion event.
Measure chat-to-booking, not chat-to-order. 718 home eye test chats in 69 days. The order lands days later at the home visit and is fulfilled offline, so it is never attributable to the session that produced it. Any brand with a home-visit, appointment or consultation step needs the same correction.
Run the booking on WhatsApp. 73.8% of chats. Confirmations, reminders and reschedules need a persistent thread. It is also simply where an Indian customer expects a service appointment to live.
Qualify before you dispatch a person. over 4,000 enriched profiles, 65.5% of chats. A free home eye test costs a trained optometrist an afternoon. Knowing city, prescription status and frame preference before dispatch is the difference between a profitable visit and a wasted one.
Chats by channel, 1 Jul to 7 Sep 2026
| Channel | Chats | Share |
|---|---|---|
| WhatsApp AI | over 4,500 | 73.8% |
| Website Agent | over 1,000 | 21.1% |
| Instagram AI | 345 | 5.1% |
Results, 1 Jul to 7 Sep 2026
| Metric | Result | Note |
|---|---|---|
| Chat engagement | 41.68% of sessions | highest of the fifteen brands here |
| Resolved without human handoff | 95.47% | second highest of the fifteen brands here |
| WhatsApp share of chats | 73.8% | over 4,500 chats |
| Home eye test chats | 718 | the real conversion event |
| Customer profiles enriched | over 4,000 | 65.5% of chats |
| Offer and discount chats | over 1,000 | third-largest intent |
Revenue amounts, order counts and average order values are withheld at the brand's discretion; only rates and ratios are published. Orders placed during or after a home eye test are fulfilled offline and are not measurable from chat data.
Is this replicable for a brand like yours?
The conditions this deployment ran under, so you can judge how close your own store is.
| Dimension | YourSpex |
|---|---|
| Channels live | WhatsApp AI, Website Agent, Instagram AI |
| Conversion event | Home eye test booking, not checkout |
| Service footprint | 9 Indian cities |
| Pre-sale questions | Face shape, lens index, prescription, coverage |
| Public price band | ₹1,699 upward, plus lens packages (listed on yourspex.com) |
| Device split | Majority mobile |
| Market | India |
Steal this playbook
- 01
If your funnel goes offline, change the metric
Chat-to-order is meaningless when the order happens at a home visit three days later.
- 02
Put appointments on WhatsApp
Confirmations, reminders and reschedules need a persistent thread.
- 03
Qualify before you dispatch a person
That is what makes a free home visit survivable.
- 04
High engagement can signal unanswered questions, not just high intent
Four in ten sessions asking means the product pages are not answering face-shape and lens questions.
- 05
Collect booking details in one pass
The recorded friction was the agent asking for pincode, name and phone across several turns. That is a flow fix, and it is worth making.
Questions about this deployment
Because the order does not happen online. YourSpex routes qualified shoppers into a free home eye test where an optometrist visits with hundreds of frames. The order is placed at or after that visit, days later, and is fulfilled offline, so it is never attributed to the chat session that produced it.
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Published 2026-09-08 · Last updated 2026-09-08 · Window 1 July 2026 to 7 September 2026 (69 days), measured from YourLio daily snapshots. Revenue amounts, order counts and average order values are not published.