CASE STUDY

May 5, 2024

Body Align: A 41% AOV increase and 16x ROI

Client:

Body Align

Industry:

Health & Wellness

Platform:

Shopify + Klaviyo + Zendesk

90%

CS Workload Reduced By:

41%

Boost in AOV

16x

ROI from REP

Challenge

Body Align wanted to alleviate the support ticket burden on their customer service team, and hopefully get more sales from AI.

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Solution

The AI reduced the workload on their customer service team by up to 90%, generated more sales, and increased AOV.

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Results

Body Align got a 16x ROI and increased AOV by 41%. And during the first two weeks of Rep’s implementation, the AI generated $16,000 in additional sales.

Challenge

Body Align needed to reduce the burden on customer service. They tried other chatbots in the past, but nothing met expectations. Any sales the AI could generate would be a bonus.

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Solution

Customer Service Boost

Rep’s first test was to reduce the customer service workload. It accomplished a 90% reduction in support tickets.

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"I think it's reduced our customer service by probably 90% or more," remarked Andy Loy, Body Align’s Operations Manager.

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"It could be even more, which I found amazing," Andy acknowledged, referencing the immediate impact on operational efficiency.

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Unexpected Sales Boost

While customer service efficiency was the primary goal, the AI began to drive in more sales. Andy revealed, "I think during the first two weeks with us, Rep brought in an extra $16 grand."

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Support with a Human Touch

The Generative AI, powered by ChatGPT, was more than just a chatbot; it was like a team member, handling customer interactions with detail and care similar to its human counterpart.

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41% increase in AOV and 16x ROI

"Average order value was like eighty-five to ninety dollars. And now it's like around $120,” according to Andy. That’s a 41% increase, and it continues to rise.

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The ROI achieved went beyond his expectations. "I think last time I looked, it was like, 16x ROI," Andy stated, pointing to the substantial return on investment. "It's amazing how well Rep’s worked. It is a dream come true, really," Andy shared.

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Conclusion

Body Align's journey with Rep started with a focus on customer service but unfolded to other areas of the business. The reduced customer service workload, coupled with the unexpected increase in sales and AOV, highlights Rep’s true value to Body Align’s business going forward.

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“Most surprising would probably be the average order value going up and the upselling. I did not expect it to be that high—it just keeps going. Like, the smarter the bot gets, it knows how to deal with customers better every time."

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Learn more about Body Align: https://bodyalign.com/

Challenge

Body Align wanted to alleviate the support ticket burden on their customer service team, and hopefully get more sales from AI.

‍

Solution

The AI reduced the workload on their customer service team by up to 90%, generated more sales, and increased AOV.

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Results

Body Align got a 16x ROI and increased AOV by 41%. And during the first two weeks of Rep’s implementation, the AI generated $16,000 in additional sales.

Challenge

Vush couldn’t keep up with the influx of pre-purchase questions from self-love newbies

While there’s no shame in the self-love game, Vush found that people had questions before dropping a hundred bucks on a sex toy. Nervous newcomers were keen to find out more about the brand’s products, like how they worked and what they were good for, which led to an influx of pre-purchase tickets that put a lot of pressure on the support team.

While the team was keen to help, it was impossible to answer every query in real-time. This killed the moment and shoppers lost their nerve, leading to a drop in conversions. What’s more, shoppers didn’t always feel comfortable reaching out to a live agent to discuss the intimate details of their bedroom antics, which left Vush looking for a delicate, on-demand solution.

The Solution

On-demand education and support for nervous, first-time buyers

Vush partnered with Rep AI to tackle both pre- and post-purchase questions with the goal of reducing the customer service team’s workload. Discrete education was top of the to-do list, and the brand used Rep to guide shoppers to relevant blog posts and research. With self-select options that include further reading on sexual wellness, customer care, reviews, and a product match quiz, shoppers are given the reassurance and confidence they need to make a purchase.

And, if the query requires a human touch, Rep’s integration with Gorgias seamlessly moves the conversation to a real agent for extra special care and attention. Vush has strategically customized its chatbot to deliver short answers and direct shoppers to relevant blog posts where they can explore more information about Vush’s mission and products. Perhaps the biggest draw is that Rep can identify shoppers who’ve shown an interest but are too shy to take the plunge.

“Implementing Rep has really helped us broach people when it looks like they’re exiting. We can put forward a couple of options and they have the choice to say hey, I’m a beginner, or I need some education, so we can help them embrace their journey and stay on site for longer until they feel comfortable enough to buy,”

says Fiona Scrymgeour, Marketing Director for Vush.

Body Align: A 41% AOV increase and 16x ROI

Case Study

Challenge

Body Align wanted to alleviate the support ticket burden on their customer service team, and hopefully get more sales from AI.

‍

Solution

The AI reduced the workload on their customer service team by up to 90%, generated more sales, and increased AOV.

‍

Results

Body Align got a 16x ROI and increased AOV by 41%. And during the first two weeks of Rep’s implementation, the AI generated $16,000 in additional sales.

Body Align

by the Numbers

90%

CS Workload Reduced By:

41%

Boost in AOV

16x

ROI from REP

Challenge

Body Align needed to reduce the burden on customer service. They tried other chatbots in the past, but nothing met expectations. Any sales the AI could generate would be a bonus.

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