CASE STUDY
February 4, 2024

How Ascent nutrition scaled sales and slashed service tickets with Rep AI

Client:
Ascent Nutrition
Industry:
Health & Wellness
Platform:
Shopify
93%
Chat conversations handled without a human
21%
Total conversions
$18,593
Revenue boost

Summary

Challenge

Guide shoppers through the new login experience | Get more sales

Solution

On-the-spot responses to questions to reduce support tickets

Results

Decreased support tickets, more conversions, and more sales.

Lance Schuttler, Founder & CEO of Ascent Nutrition

When Lance Schuttler first watched Limitless (the movie), he got inspired. In the film, the main character (“Edward”) is given a nootropic (aka a “smart pill”) called NZT. Once the pill assimilates into Edward’s system, he is seemingly granted with “limitless” cognitive powers.

Even if something like NZT was pure fiction, Lance asserted that the concept behind it was not. And so he began a lifelong quest to discover something in nature that could, at the very least, grant your average human greater cognitive capabilities.

He would start with himself so that he could then help others even more.

“I knew that maximizing my cognitive function would be a vital part in creating a happier and healthier life for myself.”

There’s nothing like living your dream, so Lance envisioned and founded Ascent Nutrition, a nutrition and wellness company with one mission: to help bring about a great collective shift in awareness around human health and nutrition.

To do that, he would have to create and manage his own eCommerce business. But running an online store isn’t easy.

For example, when the Ascent team made simple changes to the login process, they found themselves inundated with customer support tickets—many of those were subscription-related complaints. They wanted more sales, sure, but more importantly, they wanted to ensure their customers felt understood and supported.

The Solution

Personalized Recommendations to Boost Sales 

Understanding the importance of individual health needs, Ascent Nutrition employed Rep to approach potential customers who seemed unsure. Rep didn't just answer questions; it actively offered tailored supplement recommendations, guiding customers through their wellness journey.

On-the-Spot Information Reduces Ticket Overload

For those who simply needed more information, Rep was there to clarify, ensuring that only intricate queries made it to support. This not only gave customers confidence, but dramatically reduced the influx of common questions that previously flooded their live support team.

Troubleshooting Made Seamless with Strategic Flows  

Because of the change, the login page became a sticking point for many. With Rep, Ascent Nutrition crafted a Conversation Flow specifically for the login page. Now, customers didn't need to grapple with the new process alone or reach out to agents if they faced login issues.

Results

In three months since joining Rep, Ascent Nutrition has:

  • A remarkable **93.61%** of conversations were handled without human intervention, ensuring no additional tickets were raised.
  • An impressive 20.73% conversion rate led to a revenue boost of $18,593.15.

“Rep is a game-changer for the entire eCommerce space. It has far exceeded our expectations–and we came in with high hopes to begin. We are grateful to have received such tremendous results in helping our customers more efficiently and accurately.”

With Rep’s help, Ascent Nutrition not only created a new sales channel, but redefined its customer support, ensuring that every individual felt catered to, every step of the way.

Discover more at Ascent Nutrition: https://goascentnutrition.com/

Industry:
Personal Products

Platform:
Shopify + Gorgias

Challenge:
Educate and reassure shoppers new to the self-love game.

Solution:
Answering in-the-moment questions and busting self-love myths to guide shoppers right the way through to the sale.

Results:
Increased conversions, more shopper confidence, and reduced pressure on the customer support team.

Summary

Challenge

Guide shoppers through the new login experience | Get more sales

Solution

On-the-spot responses to questions to reduce support tickets

Results

Decreased support tickets, more conversions, and more 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.

We get a lot of tickets coming through. Rep actually helped us get down to what it really is that each individual person needs. There's been a definite drop in customer support tickets.

Fiona Scrymgeour
Marketing Director for Vush.

Results

Increased conversions, fewer tickets, and satisfied customers

By automating common customer questions, Vush managed to reduce the workload of the support team and provide a better in-the-moment experience. Traffic to blog posts has shot up almost four times, and an increasing number of customers are satisfied with the experience, leading to a 10% increase in CVR. Implementing Rep has revealed a secondary benefit too.

The solution has not only increased sex toy sales, but it’s also educating new pleasure seekers and giving shoppers the confidence they need to buy extremely personal products—a win-win for Vush, whose ultimate mission is to break down the taboo of self-love talk.

Enhance your customers’ shopping experience with conversational AI

Shoppers deserve a better experience—so let's give it to them. Conversational Shopping is the future of commerce. Join us.

Rep AI - eCommerce AI chatbot that converts more and sells more | Product Hunt

How Ascent nutrition scaled sales and slashed service tickets with Rep AI

Case Study

Summary

Challenge

Guide shoppers through the new login experience | Get more sales

Solution

On-the-spot responses to questions to reduce support tickets

Results

Decreased support tickets, more conversions, and more sales.

Ascent Nutrition

by the Numbers

93%
Chat conversations handled without a human
21%
Total conversions
$18,593
Revenue boost
Lance Schuttler, Founder & CEO of Ascent Nutrition

When Lance Schuttler first watched Limitless (the movie), he got inspired. In the film, the main character (“Edward”) is given a nootropic (aka a “smart pill”) called NZT. Once the pill assimilates into Edward’s system, he is seemingly granted with “limitless” cognitive powers.

Even if something like NZT was pure fiction, Lance asserted that the concept behind it was not. And so he began a lifelong quest to discover something in nature that could, at the very least, grant your average human greater cognitive capabilities.

He would start with himself so that he could then help others even more.

“I knew that maximizing my cognitive function would be a vital part in creating a happier and healthier life for myself.”

There’s nothing like living your dream, so Lance envisioned and founded Ascent Nutrition, a nutrition and wellness company with one mission: to help bring about a great collective shift in awareness around human health and nutrition.

To do that, he would have to create and manage his own eCommerce business. But running an online store isn’t easy.

For example, when the Ascent team made simple changes to the login process, they found themselves inundated with customer support tickets—many of those were subscription-related complaints. They wanted more sales, sure, but more importantly, they wanted to ensure their customers felt understood and supported.

The Solution

Personalized Recommendations to Boost Sales 

Understanding the importance of individual health needs, Ascent Nutrition employed Rep to approach potential customers who seemed unsure. Rep didn't just answer questions; it actively offered tailored supplement recommendations, guiding customers through their wellness journey.

On-the-Spot Information Reduces Ticket Overload

For those who simply needed more information, Rep was there to clarify, ensuring that only intricate queries made it to support. This not only gave customers confidence, but dramatically reduced the influx of common questions that previously flooded their live support team.

Troubleshooting Made Seamless with Strategic Flows  

Because of the change, the login page became a sticking point for many. With Rep, Ascent Nutrition crafted a Conversation Flow specifically for the login page. Now, customers didn't need to grapple with the new process alone or reach out to agents if they faced login issues.

Results

In three months since joining Rep, Ascent Nutrition has:

  • A remarkable **93.61%** of conversations were handled without human intervention, ensuring no additional tickets were raised.
  • An impressive 20.73% conversion rate led to a revenue boost of $18,593.15.

“Rep is a game-changer for the entire eCommerce space. It has far exceeded our expectations–and we came in with high hopes to begin. We are grateful to have received such tremendous results in helping our customers more efficiently and accurately.”

With Rep’s help, Ascent Nutrition not only created a new sales channel, but redefined its customer support, ensuring that every individual felt catered to, every step of the way.

Discover more at Ascent Nutrition: https://goascentnutrition.com/

Enhance your customers’ shopping experience with hyper-contextual and personalized conversational AI

Request a demo

Shoppers deserve a better experience—so let's give it to them. Conversational Shopping is the future of commerce. Join us.

Rep AI - eCommerce AI chatbot that converts more and sells more | Product Hunt