"We made something just for you."

That’s the battle cry at Heavys, the high-fidelity audio brand built specifically for metalheads. No more one-size-fits-all headphones. No more generic tech. Heavys exists to serve the most loyal, overlooked, and community-driven fans in music: metal superfans.

And when you build for superfans, every interaction has to hit harder, go deeper, and feel personal - from the way a product sounds to how a brand speaks during a late-night shopping session.

That’s where Rep AI comes in.

The Challenge: High Consideration, Endless Questions

Heavys' flagship product, the H1H, isn’t your average $40 earbud. It's a $250 over-ear beast, engineered with Axel Grell (yes, that Axel Grell from Sennheiser) to deliver immersive, directional audio that makes Slayer feel like they’re in your living room.

But with high-end audio gear comes a high-consideration buyer journey.

“The purchase journey is long. People have questions—tons of questions,” said Itay Rahat, Heavys’ Chief Marketing Officer. “They’ll ask: ‘Is this really for me?’ ‘How does it compare to Sony or Bose?’ ‘What do these four speakers per side even do?’”

The brand had a powerful product, a vibrant community, and strong top-of-funnel traffic, but there was a crack in the funnel. Questions were slowing down conversions. Customer service was absorbing the impact. The team needed a scalable way to guide hesitant buyers and make every site visit count.

There are tons of AI chat solutions out there, but we wanted to do it right,” the Heavys CMO explained. “I didn’t want to chase after wrong responses or pay $1,000/month just to test something.”

But after seeing how Rep scraped the site, understood the brand, and actually sounded like Heavys?

“I thought, ‘This is worth a try.’ Because we had a real problem—people were arriving at a $250 product page with questions, and too many were leaving.”

The Setup: Emojis, Artist Prompts, and a Whole Lot of "🤘"

If Heavys was going to use AI, it had to sound metal.

“Our CEO was like, ‘AI? No way. It won’t sound like us.’ But then I showed him Rep answering with: ‘Yo, Crank Hard, Pound This!’ using our tone and emojis - rock-on, black heart, fire. That changed everything.”

Rep wasn’t just a chatbot. It became a brand asset.

From there, the team layered in personalized flows:

• “Which artist do you like?” triggers that tie directly into Heavys’ 100+ band designs
• Product recommenders that surface band-specific removable plates
• Interactive flows that felt more like quizzes than chat

“Rep became like an interactive menu. People land on the site from a band’s post or a co-branded ad, and instead of hunting through nav, they can just type ‘Motorhead’ in Rep and boom. They’re there.”

The Results: 6,000 Shopper Conversations That Wouldn’t Have Happened

“We had 6,000 conversations in a short time when we started. That’s 6,000 moments of engagement. There’s no way I could’ve delivered that otherwise.”

That’s not just volume—it’s value. Rep didn’t just talk. It converted:

Cart Abandon Engagement: “About 25% of abandoners converted. I saw Rep pop up after inactivity, and people came back to buy.”

‍Order Status Deflection: “Order Tracking questions are 90% of our support volume. Rep handles that beautifully.”

Customer Support Load: “We’re growing fast, and Rep has definitely absorbed a chunk. It’s doing its job great.”

And yes, they’re cautious with attribution. But even with conservative math?

“Even if I give Rep just 10% of the credit it claims, which I do with every app, it’s still extremely worthwhile of the investment. It gives me this incredible lever—to push messaging to users at every journey stage.”

The Takeaway: When AI Knows Your Audience, It Doesn’t Feel Like AI

Heavys is built for people who hate automation. These are the anti-AI, analog purists. So the stakes were high.

But Rep proved that when you align voice, timing, and journey intent, then conversational AI doesn’t feel robotic. It feels helpful. On-brand. Even fun.

“Our audience, by its nature, doesn’t love AI, but they engaged with Rep. Because it spoke like us. That mattered.”

As Heavys expands into new genres, new communities, and new SKUs, the team is already imagining more touchpoints Rep can own.

“If it can proactively answer questions, push promo codes, guide customers to exactly what they’re looking for—then I’m not just saving time. I’m increasing conversion.”

For a brand serving superfans, every moment matters.

Rep made those moments metal.