CASE STUDY
May 22, 2024

How Fresh Roasted Coffee increased revenue by 15% with Rep

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

Challenge

Fresh Roasted Coffee was founded in 2009 with the commitment to be a quality coffee supplier dedicated to sourcing coffee from the right places. To meet this goal, they are Direct Trade, Fair Trade, and Rainforest Alliance Certified, as sustainability means as much to them and their customers as the quality of the coffee.

For several years they were featured on Inc 500’s list of fastest-growing private businesses in the country. This rapid growth is due to products that appeal to coffee lovers and consumers demanding ethically sourced goods. The company also has an expansive range of products, which was a catalyst in their early and continued growth, but this also became an issue in sales conversions from the front page.

There was a significant customer drop-off that Fresh Roasted Coffee had in the homepage product list view. Though they had a great conversion rate before using Rep, they felt like they could do much better. The company believed that this was caused by having a large variety of products that could confuse customers, creating decision fatigue.

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. To that end, Rep has been a huge benefit to us and our site users. The chatbot uses both the product data on our site and customer interactions to learn, improve, and speak directly to our customers without the need for customer service reps.

– John Helwig,
Marketing Manager

Solution

To help combat this issue, with customers spending a significant amount of time searching for products and not knowing where to go, Fresh Roasted Coffee implemented Rep’s AI. The chatbot noticed that some customers were spending too much time scrolling through a large variety of products. When this happened, the AI approached them in real-time to offer assistance and delivered personalized recommendations after asking a few questions about their taste and preferences.

In addition, the chatbot also approached customers who were idling too long in individual product pages. The prompt was established to allow the customer to ask questions about particular coffee products. With this information, the Rep could answer customer questions about the difference between certain coffee products.

Results

Fresh Roasted Coffee increases its sales. The ability to keep potential buyers within the sales journey by answering simple questions and guiding shoppers through their entire experience is a powerful tool to have.

Using Rep’s AI concierge, Fresh Roasted Coffee lifted their conversion rate and generated sales uplift by 17% as well. Fresh Roasted Coffee was able to engage interested customers and convert them into sales with the simple power of a conversation.

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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Copyright © 2024 Rep AI Technologies. All rights reserved.

How Fresh Roasted Coffee increased revenue by 15% with Rep

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

Challenge

Fresh Roasted Coffee was founded in 2009 with the commitment to be a quality coffee supplier dedicated to sourcing coffee from the right places. To meet this goal, they are Direct Trade, Fair Trade, and Rainforest Alliance Certified, as sustainability means as much to them and their customers as the quality of the coffee.

For several years they were featured on Inc 500’s list of fastest-growing private businesses in the country. This rapid growth is due to products that appeal to coffee lovers and consumers demanding ethically sourced goods. The company also has an expansive range of products, which was a catalyst in their early and continued growth, but this also became an issue in sales conversions from the front page.

There was a significant customer drop-off that Fresh Roasted Coffee had in the homepage product list view. Though they had a great conversion rate before using Rep, they felt like they could do much better. The company believed that this was caused by having a large variety of products that could confuse customers, creating decision fatigue.

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. To that end, Rep has been a huge benefit to us and our site users. The chatbot uses both the product data on our site and customer interactions to learn, improve, and speak directly to our customers without the need for customer service reps.

– John Helwig,
Marketing Manager

Solution

To help combat this issue, with customers spending a significant amount of time searching for products and not knowing where to go, Fresh Roasted Coffee implemented Rep’s AI. The chatbot noticed that some customers were spending too much time scrolling through a large variety of products. When this happened, the AI approached them in real-time to offer assistance and delivered personalized recommendations after asking a few questions about their taste and preferences.

In addition, the chatbot also approached customers who were idling too long in individual product pages. The prompt was established to allow the customer to ask questions about particular coffee products. With this information, the Rep could answer customer questions about the difference between certain coffee products.

Results

Fresh Roasted Coffee increases its sales. The ability to keep potential buyers within the sales journey by answering simple questions and guiding shoppers through their entire experience is a powerful tool to have.

Using Rep’s AI concierge, Fresh Roasted Coffee lifted their conversion rate and generated sales uplift by 17% as well. Fresh Roasted Coffee was able to engage interested customers and convert them into sales with the simple power of a conversation.

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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.