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CASE STUDY
January 27, 2025

How Fresh Roasted Coffee Increased Revenue by 17% with Rep AI’s Personalized Recommendations

Client:
Fresh Roasted Coffee
Industry:
Food & Beverage
Platform:
Shopify Plus
2.9X
Higher CVR
19%
Higher annual revenue

Summary

Challenge

Increase conversion rate by helping customers find the right coffee product for them among the large variety of coffee products offered on the website.

Solution

Embedding Rep’s AI directly on the customer's website helped customers find what they were looking for instantly.

Results

A better customer experience with an increase in conversion rate of customers that would normally drop off at the homepage before viewing a single product

About Fresh Roasted Coffee

Founded in 2009, Fresh Roasted Coffee is committed to sourcing high-quality, ethically produced coffee. With certifications like Direct Trade, Fair Trade, and Rainforest Alliance, the company has become a staple for coffee lovers seeking sustainability and premium products. Fresh Roasted Coffee has also been featured on the Inc 500 list of fastest-growing private businesses, driven by their unique product offerings and a strong commitment to ethical sourcing.

Challenge: Overcoming Decision Fatigue with a Large Product Catalog

With a vast range of products, including coffees, teas, and merchandise, Fresh Roasted Coffee faced a challenge in maintaining high conversion rates on their homepage. Shoppers were overwhelmed by the extensive product selection, leading to decision fatigue and high drop-off rates. The company recognized the need for a more efficient way to direct customers to the right product without relying on basic filters.

"With a huge catalog of coffees, teas, and merchandise, we needed the ability to direct customers to the right product more efficiently than simple filters could accomplish. Rep AI has been a huge benefit to us and our site users."
– John Helwig, Marketing Manager, Fresh Roasted Coffee

‍

Solution: AI-Powered Personalized Recommendations

Fresh Roasted Coffee implemented Rep AI’s AI-driven concierge to solve this problem. The chatbot was designed to engage customers in real-time, offering personalized product recommendations based on their preferences. When customers spent too long searching or idling on a product page, the AI proactively stepped in, asking tailored questions about taste preferences and providing relevant suggestions.

  • Personalized Engagement: Rep AI used product data and customer interactions to provide dynamic recommendations that aligned with individual preferences.
  • Real-Time Assistance: The chatbot also answered specific questions about coffee products, reducing hesitation and increasing customer confidence.

Results: Boosting Sales with AI-Driven Engagement

With Rep AI’s proactive assistance, Fresh Roasted Coffee saw a 17% increase in revenue, alongside a notable improvement in conversion rates. By keeping customers engaged throughout their shopping journey, Rep AI prevented drop-offs and helped turn interest into sales.

“Rep AI has been instrumental in helping us engage our customers more effectively. The AI concierge’s ability to answer questions and offer personalized recommendations has boosted our conversions significantly.”
– John Helwig, Marketing Manager, Fresh Roasted Coffee

‍

Ready to Increase Your Revenue with Personalized AI Recommendations?
See how Rep AI can help you enhance customer engagement and boost conversions. Start your free trial today.

‍

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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

Increase conversion rate by helping customers find the right coffee product for them among the large variety of coffee products offered on the website.

Solution

Embedding Rep’s AI directly on the customer's website helped customers find what they were looking for instantly.

Results

A better customer experience with an increase in conversion rate of customers that would normally drop off at the homepage before viewing a single product

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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How Fresh Roasted Coffee Increased Revenue by 17% with Rep AI’s Personalized Recommendations

Case Study

Summary

Challenge

Increase conversion rate by helping customers find the right coffee product for them among the large variety of coffee products offered on the website.

Solution

Embedding Rep’s AI directly on the customer's website helped customers find what they were looking for instantly.

Results

A better customer experience with an increase in conversion rate of customers that would normally drop off at the homepage before viewing a single product

Fresh Roasted Coffee

by the Numbers

2.9X
Higher CVR
19%
Higher annual revenue

About Fresh Roasted Coffee

Founded in 2009, Fresh Roasted Coffee is committed to sourcing high-quality, ethically produced coffee. With certifications like Direct Trade, Fair Trade, and Rainforest Alliance, the company has become a staple for coffee lovers seeking sustainability and premium products. Fresh Roasted Coffee has also been featured on the Inc 500 list of fastest-growing private businesses, driven by their unique product offerings and a strong commitment to ethical sourcing.

Challenge: Overcoming Decision Fatigue with a Large Product Catalog

With a vast range of products, including coffees, teas, and merchandise, Fresh Roasted Coffee faced a challenge in maintaining high conversion rates on their homepage. Shoppers were overwhelmed by the extensive product selection, leading to decision fatigue and high drop-off rates. The company recognized the need for a more efficient way to direct customers to the right product without relying on basic filters.

"With a huge catalog of coffees, teas, and merchandise, we needed the ability to direct customers to the right product more efficiently than simple filters could accomplish. Rep AI has been a huge benefit to us and our site users."
– John Helwig, Marketing Manager, Fresh Roasted Coffee

‍

Solution: AI-Powered Personalized Recommendations

Fresh Roasted Coffee implemented Rep AI’s AI-driven concierge to solve this problem. The chatbot was designed to engage customers in real-time, offering personalized product recommendations based on their preferences. When customers spent too long searching or idling on a product page, the AI proactively stepped in, asking tailored questions about taste preferences and providing relevant suggestions.

  • Personalized Engagement: Rep AI used product data and customer interactions to provide dynamic recommendations that aligned with individual preferences.
  • Real-Time Assistance: The chatbot also answered specific questions about coffee products, reducing hesitation and increasing customer confidence.

Results: Boosting Sales with AI-Driven Engagement

With Rep AI’s proactive assistance, Fresh Roasted Coffee saw a 17% increase in revenue, alongside a notable improvement in conversion rates. By keeping customers engaged throughout their shopping journey, Rep AI prevented drop-offs and helped turn interest into sales.

“Rep AI has been instrumental in helping us engage our customers more effectively. The AI concierge’s ability to answer questions and offer personalized recommendations has boosted our conversions significantly.”
– John Helwig, Marketing Manager, Fresh Roasted Coffee

‍

Ready to Increase Your Revenue with Personalized AI Recommendations?
See how Rep AI can help you enhance customer engagement and boost conversions. Start your free trial today.

‍

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 commerce is the future of shopping. Join us.

COMPANY

AboutCustomersCareersTerms & ConditionsPrivacy PolicyWall of Love ❤️

PRODUCT

ProductIntegrationsPlans & PricingRep for SupportRep for RevenueAI Concierge SimulatorHelp CenterRep Status

RESOURCES

BlogWebinarsCase StudiesAI Chat ROI CalculatorAI eCommerce glossaryRep AI vs. TidioRep AI vs. SienaRep AI vs. Gorgias

PARTNERSHIPS

Partners ProgramReferral Program
Copyright © 2025 Rep AI Technologies. All rights reserved.