Levenger is known for thoughtfully designed writing instruments, notebooks, refills, and accessories for people who value quality tools and the experience of writing. But with a broad catalog of premium products, many shoppers arrive with questions before they feel ready to buy. They want to know which pen best fits their writing style, which refill works with a specific model, or how one notebook compares to another. Too often, those questions create hesitation or send shoppers elsewhere to continue researching. To make the buying journey easier, Levenger introduced an AI-powered shopping assistant that helps customers get answers and product guidance in real time, right on the site.
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Levenger’s catalog encourages exploration, but it also creates decision points. Shoppers often need help understanding differences between products, confirming compatibility, and narrowing their options before making a purchase.
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The team wanted to reduce that friction by giving customers a faster, easier way to get answers while they browsed.
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Levenger needed a solution that could help shoppers make sense of product choices more quickly, answer common questions without forcing customers to leave the page, and guide customers toward the right purchase with greater confidence.
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Levenger launched Levenger Concierge, a conversational AI shopping assistant designed to support shoppers during product discovery and decision-making.
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The assistant acts like a digital store associate, helping customers explore products based on their needs, compare options, understand features, and get immediate answers in the moment they are considering a purchase.
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Instead of clicking across multiple pages or leaving the site to research elsewhere, shoppers can ask direct questions and get recommendations instantly. That creates a more guided and supportive buying experience from first question to final decision.
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The results showed that conversational guidance can have a measurable impact on both the customer experience and business performance.
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Customers who engaged with Levenger Concierge converted at 3x the site average, showing that when shoppers get immediate answers and tailored guidance, they are far more likely to move forward with confidence.
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The assistant also helped streamline support by automatically resolving about 50% of customer service questions, allowing Levenger’s team to focus on more complex or high-touch inquiries.
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Just as importantly, the assistant became an active part of the shopping journey itself. Roughly two-thirds of conversations were centered on purchase decision guidance, helping shoppers compare options, clarify product fit, and make decisions faster without leaving the site.
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By meeting customers in the moment of uncertainty, Levenger created a smoother path from question to purchase.
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Here, you can see the Concierge's magic live.
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“MicroCommerce gave us a better way to support customers across the full journey, from product discovery to post-question resolution. It helps shoppers get answers quickly, builds confidence in purchase decisions, and reduces routine support volume for our team.”— Margaret Moraski, Levenger CEO
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For Levenger, conversational AI is more than a support tool. It acts as a digital store associate that helps shoppers discover products, resolve uncertainty, and buy with greater confidence.
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When guidance is built directly into the shopping journey, shoppers stay engaged, get answers faster, and move through the path to purchase with less friction. That can improve both customer experience and conversion at the same time.
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Better Discovery, Smarter Journeys
