The Challenge
VIM & VIGR designs and sells graduated compression legwear for travelers, long-hour workers, and medical-field professionals across multiple fabric types, compression levels, and size options.
The website served as a primary research destination, where buyers arrived already comparing products and weighing clinical needs against personal preference.
Visitors often came with specific, multi-variable questions about compression levels, fabric suitability, and medical use cases that static product pages could not resolve, and the team had no systematic view of what those visitors were actually asking.
The Solution
Navu’s Sidebar was integrated directly into the VIM & VIGR Shopify storefront, trained on product documentation and catalog content, and extended with custom skills covering shipping, returns, partner programs, and manufacturing.
Every visitor question was captured in Navu’s dashboard, giving the marketing team a continuous, unfiltered record of what buyers needed before they could purchase.
The Results
With no requirement to submit a support ticket, visitors received immediate guidance on nuanced fit and medical-use questions, converted to account creation and purchase, and left positive feedback.
Three exchanges illustrate the range of questions the Sidebar now handles for VIM & VIGR visitors.
“compression level for managing pots symptoms throughout the day”
“For managing POTS symptoms, we generally recommend moderate to firm compression levels to help prevent blood pooling in the lower extremities.
- 20-30 mmHg: This moderate-to-firm level is often recommended for POTS to help maintain blood flow and reduce dizziness when changing positions.
- 30-40 mmHg: This firm, medical-grade level may be used for more severe symptoms but requires a prescription.
- 15-20 mmHg: While great for everyday wear and mild swelling, it may provide less support for significant POTS symptoms.
We recommend consulting with your healthcare provider to determine the best level for your specific needs.”
“what is your return policy”
“Our return policy is designed to be simple and hassle-free:
- 30-Day Guarantee: You can return or exchange your purchase for any reason within 30 days of receiving your order.
- Free Domestic Returns: For domestic orders, we provide a postage-paid shipping label at no cost to you.
- Exclusions: Items marked as Final Sale cannot be returned or exchanged. International returns are eligible for store credit only.
- Refunds: Refunds to the original payment method are issued once the item is received at our warehouse.
To begin the process, you can visit our Returns Center with your order number and zip code.
Would you like to initiate a return now?”
“I live in Florida on a boat. Do you have, or will you have, marine/boating prints?”
“Yes — we offer a marine-inspired Nautical Stripe compression sock. It’s a nylon, seamless-toe design available in Cobalt & Light Blue and Orange & Turquoise, with typical VIM & VIGR sizing (including wide-calf options) and our graduated compression. You can find it in our collections (All Compression Socks and sometimes on Sale). If you’d like, I can point you to the Nautical Stripe product page.”
What do these three very different interactions have in common? Each of these visitors had specific questions they needed the site to answer, and they each got exactly what they were looking for without having to spend time and effort researching for themselves.
What it Means
The Sidebar handles high volumes of detailed fit and clinical-context questions while staying within appropriate guidance boundaries, reducing pressure on the customer service team without removing human oversight.
The balance between helpful guidance and appropriate limits was a primary concern for Teresa Zortman, Senior Marketing Manager. “Navu didn’t replace our customer service team, it enhanced it. Because our products come in multiple variants and can be used in medical contexts, we receive a high volume of detailed fit and use questions. It was critical for us to ensure customers received helpful guidance without crossing into medical advice, and Navu handled that balance beautifully.”
Now, VIM & VIGR’s team can:
- Answer compression-level questions with clinical context
- Resolve return and shipping policy inquiries instantly
- Surface real visitor questions without support ticket friction
VIM & VIGR now converts research-stage visitors who previously would have left without answers, while the marketing team acts on a live picture of buyer intent.
As the catalog grows, that insight base grows with it.
Zortman described what the tool made possible beyond the visitor experience. “By confidently answering routine questions and knowing when not to overstep, Navu freed our team to focus on more complex issues like international shipping and operational improvements. We’ve also gained valuable insight into what our customers are asking most, without the barrier of requiring them to submit a full support ticket. It’s become a meaningful extension of our team.”
This case is one example of how Navu boosts lead conversion by helping B2B companies make their websites smarter and more responsive to visitor needs. Want to learn more? Read about how Sidebar users are 4.7x more likely to convert.
Learn more about VIM & VIGR on their website or on LinkedIn.
