CASE STUDY
May 24, 2024

Perfecting the beauty shopping experience with Rep & Gorgias

Client:
Doe Beauty
Industry:
Beauty & Cosmetics
Platform:
Shopify + Gorgias + Klaviyo
9%
Increase in orders
13%
Conversions uplift

Summary

Challenge

Simplifying product selection for unique collections and bundles while maintaining a seamless and non-intrusive support system.

Solution

Intelligent product finders.

Results

Increased conversions and reduced pressure on support team who are now able to provide a human touch when needed.

Challenge

Doe’s luscious lashes are a hit with a young, fresh-faced audience. But going from a small brand to something much bigger in a short space of time made it almost impossible to communicate with customers on an individual level. 

Navigating Products: Doe Beauty’s eyelash collections, “Fairy”, “2.0”, and “Neo”, although distinctive, left customers puzzled about their ideal choice. Their bundled products, being high-value, needed better promotion, but the selection process seemed non-linear to customers.

Preserving the Digital Aesthetic: Committed to a clutter-free and elegant digital interface, the brand was hesitant to integrate traditional chat widgets. Yet, they were keen on ensuring customers felt supported.

As a result, the Doe hunted a solution that would allow them to continue connecting with customers at a much larger scale than before—without needing to hire hundreds more support staff.

Solution

Not talking to its customers wasn’t an option—Doe built their brand through word-of-mouth referrals and snowballing loyalty of its shoppers. When Chase Dimond recommended Rep, the team at Doe Beauty agreed to try it out.  

With Rep seamlessly integrated on the site, Doe was able to provide instant recommendations to new and existing lash lovers. Rep has also become the brand’s primary line of support, with Gorgias to back it up. Shoppers can get personalized product recommendations and custom content based on their individual wants and needs. 

Stealth Mode: Leveraging Rep AI's Hidden mode, Doe Beauty offered an unobtrusive browsing experience. The chat widget seamlessly appeared ONLY when customers were identified as "disengaged" by Rep’s behavioral AI, offering timely help.

Tailored Product Guidance: With Rep’s customized Lash Finder and Bundle Finder, Doe Beauty ensured customers easily navigated their collections and bundles.

When a shopper lands on the site, the "concierge" gives them the option to shop for lashes through personalized suggestions, browse money-saving bundles, or ask a question. Information about shipping and returns, order details, and even tutorials for newcomers can be accessed directly through the chatbot, relieving the real-life support team of tedious back-and-forths.

What’s more, Doe can catch the attention of shoppers who are actively in buy mode, reassure shoppers, and tackle any objections that might be holding them back. The result? An increased conversion rate and a slicker sales cycle. 

“We really didn’t get the chance to talk to our customers before,” says Jason Wong, Founder of Doe Beauty. “It wasn’t scalable, at least not in a way that we were able to really interact with our customers and recommend products. Rep took a lot of that tediousness out of the entire experience because it really allows our customers to find what they need.”

Results

Doe Beauty credits 9% of its total orders to Rep in the first month of using it. Conversions also got a boost through personalized shopping experiences, and more than that, it has taken some of the pressure off of the Doe team.

Implementing Rep reduced the number of support tickets the team gets because it automatically supports and answers the vast majority of customer questions. This means the team can focus on support tickets and questions that really do need human input.

Because Rep seamlessly integrates with Gorgias, the hand-off to a live human is seamless—and painless for shoppers and customers alike.

“There’s a lot of benefits to Rep, but it’s the ability to run our customer support line 24/7 without hiring extra people that’s been really attractive to us. I don’t want my team to have to work 24/7, but I also want to make sure I’m providing the best possible customer support to our audience.” 

When it comes to extra bonuses, the Doe team loves that they can hide the chatbot within the website footer for a clutter-free experience.

“These tools often take up a lot of real estate on a website, but Rep allows us to be really malleable with the way we present our widgets,” says Jason. “It’s not interrupting and annoying visitors. It just makes the site a lot cleaner but is also present whenever people need help.”

A better user & customer experience for Doe Beauty, means more loyalty in the long run. Doe Beauty continues to evolve their digital shopping journey, focusing on intuitive product selection and proactive customer assistance.

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

Simplifying product selection for unique collections and bundles while maintaining a seamless and non-intrusive support system.

Solution

Intelligent product finders.

Results

Increased conversions and reduced pressure on support team who are now able to provide a human touch when needed.

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.

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Copyright © 2024 Rep AI Technologies. All rights reserved.

Perfecting the beauty shopping experience with Rep & Gorgias

Case Study

Summary

Challenge

Simplifying product selection for unique collections and bundles while maintaining a seamless and non-intrusive support system.

Solution

Intelligent product finders.

Results

Increased conversions and reduced pressure on support team who are now able to provide a human touch when needed.

Doe Beauty

by the Numbers

9%
Increase in orders
13%
Conversions uplift

Challenge

Doe’s luscious lashes are a hit with a young, fresh-faced audience. But going from a small brand to something much bigger in a short space of time made it almost impossible to communicate with customers on an individual level. 

Navigating Products: Doe Beauty’s eyelash collections, “Fairy”, “2.0”, and “Neo”, although distinctive, left customers puzzled about their ideal choice. Their bundled products, being high-value, needed better promotion, but the selection process seemed non-linear to customers.

Preserving the Digital Aesthetic: Committed to a clutter-free and elegant digital interface, the brand was hesitant to integrate traditional chat widgets. Yet, they were keen on ensuring customers felt supported.

As a result, the Doe hunted a solution that would allow them to continue connecting with customers at a much larger scale than before—without needing to hire hundreds more support staff.

Solution

Not talking to its customers wasn’t an option—Doe built their brand through word-of-mouth referrals and snowballing loyalty of its shoppers. When Chase Dimond recommended Rep, the team at Doe Beauty agreed to try it out.  

With Rep seamlessly integrated on the site, Doe was able to provide instant recommendations to new and existing lash lovers. Rep has also become the brand’s primary line of support, with Gorgias to back it up. Shoppers can get personalized product recommendations and custom content based on their individual wants and needs. 

Stealth Mode: Leveraging Rep AI's Hidden mode, Doe Beauty offered an unobtrusive browsing experience. The chat widget seamlessly appeared ONLY when customers were identified as "disengaged" by Rep’s behavioral AI, offering timely help.

Tailored Product Guidance: With Rep’s customized Lash Finder and Bundle Finder, Doe Beauty ensured customers easily navigated their collections and bundles.

When a shopper lands on the site, the "concierge" gives them the option to shop for lashes through personalized suggestions, browse money-saving bundles, or ask a question. Information about shipping and returns, order details, and even tutorials for newcomers can be accessed directly through the chatbot, relieving the real-life support team of tedious back-and-forths.

What’s more, Doe can catch the attention of shoppers who are actively in buy mode, reassure shoppers, and tackle any objections that might be holding them back. The result? An increased conversion rate and a slicker sales cycle. 

“We really didn’t get the chance to talk to our customers before,” says Jason Wong, Founder of Doe Beauty. “It wasn’t scalable, at least not in a way that we were able to really interact with our customers and recommend products. Rep took a lot of that tediousness out of the entire experience because it really allows our customers to find what they need.”

Results

Doe Beauty credits 9% of its total orders to Rep in the first month of using it. Conversions also got a boost through personalized shopping experiences, and more than that, it has taken some of the pressure off of the Doe team.

Implementing Rep reduced the number of support tickets the team gets because it automatically supports and answers the vast majority of customer questions. This means the team can focus on support tickets and questions that really do need human input.

Because Rep seamlessly integrates with Gorgias, the hand-off to a live human is seamless—and painless for shoppers and customers alike.

“There’s a lot of benefits to Rep, but it’s the ability to run our customer support line 24/7 without hiring extra people that’s been really attractive to us. I don’t want my team to have to work 24/7, but I also want to make sure I’m providing the best possible customer support to our audience.” 

When it comes to extra bonuses, the Doe team loves that they can hide the chatbot within the website footer for a clutter-free experience.

“These tools often take up a lot of real estate on a website, but Rep allows us to be really malleable with the way we present our widgets,” says Jason. “It’s not interrupting and annoying visitors. It just makes the site a lot cleaner but is also present whenever people need help.”

A better user & customer experience for Doe Beauty, means more loyalty in the long run. Doe Beauty continues to evolve their digital shopping journey, focusing on intuitive product selection and proactive customer assistance.

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

Copyright © 2024 Rep AI Technologies. All rights reserved.