CASE STUDY
May 24, 2024

How AI Conversations Reduced Support Inquiries by 50% for Eye Candy Pigments

Client:
Eye Candy Pigments
Industry:
Arts & Crafts
Platform:
Shopify + Klaviyo
50%
Reduction in support inquiries
21%
Disengaged shoppers CVR

Challenge

Efficiently handle customer inquiries, drive sales, and still provide exceptional customer experience.

Solution

Provide instant, accurate responses to customer questions and guide them through the purchase journey.

Results

A 50% reduction in support emails and calls, increased conversion rates, and improved engagement on the website.

Challenge: Help with support

Jeff Bergmann, founder of Eye Candy Pigments, faced the challenge of efficiently handling phone calls and emails from customers seeking information about specific colors, uses, and his wholesale program.

Initially, Jeff wanted to provide quick, helpful responses to customers without having them wait for an email reply or spend time on a phone call, especially for a relatively low-priced product.

"The last thing you want to do is send out emails for a $15 product. Those questions should be answered while they're shopping." — Jeff Bergmann

Solution: Use a chatbot to deflect FAQs

Jeff considered implementing a chatbot for about a year and decided it was time. He said, “It was between Rep and another company, and I did trials for both. Rep had two functionalities that others didn't have at the time."

  1. The ability to create custom FAQ's or upload blogs to train the AI.
  2. View conversations which can help fix site and knowledge base issues.

Rep’s advanced AI pulled information from the website's catalog, collections, product descriptions, and tags to offer answers to shoppers.

Other benefits from Rep included:

  1. Automated responses to common questions: The chatbot handles a wide range of customer queries, from product details to wholesale program inquiries, providing quick and accurate answers.
  2. Seamless integration with Shopify: Eye Candy Pigments uses Shopify, which plays an important role in the AI’s training. Rep analyzes product descriptions and tags to provide relevant information to customers. This would lead to…
  3. Improved store UX through conversation analysis: Jeff improved his product descriptions and tags by regularly reviewing chatbot conversations, ensuring that the AI concierge provided increasingly accurate and helpful responses over time.

"When I went through the conversations, I saw responses mentioning the wrong colors. I read them every day for like a month just to see how the AI responded, and what shoppers were looking for — or new products they’re looking for." - Jeff Bergmann

Results: Reduced support inquiries and more sales

Rep yielded some good results on its own. However, the combination of AI and humans unlocked Rep’s true potential. Specifically, Jeff’s conversation analysis which led to improving his Shopify tagging structure

  1. 50% reduction in support queries: Rep successfully handled many customer questions, reducing support emails and phone calls by approximately 50%.

    "Rep reduced support tickets by probably 50%. Whether it's information about a product or someone wanting to become a wholesaler in my wholesale program.”
"They'll ask the chatbot, ‘How can I become a wholesaler?’ and I don't have to sit there and go back and forth in emails explaining what it's about. The bot just sends them to a form." —Jeff Bergmann
  1. Increased conversion rates: According to Jeff, overall conversion rates increased, though he didn’t have exact figures.

    "The conversion rates went up, and I'm receiving fewer calls and emails, obviously." - Jeff Bergmann

  2. Better customer engagement: Customers spent more time on the website because they quickly found the information they needed through Rep, reducing frustration and increasing the likelihood of a purchase.
“Rep keeps shoppers on the site longer and not as frustrated. The length of time they're on my website has increased because they're not giving up.”

Eye Candy Pigments was able to automate its customer support system, provide shoppers with a better shopping experience, and reduce Jeff’s workload. The increased sales were a direct result of everything else.

"Customers like it. I mean, I haven't had complaints. You know, they're using it more than I thought they would. It surpassed my expectations on the usage. I'm spending this much to use a service like Rep. Is the juice worth a squeeze, per se, and it seems like it is." - Jeff Bergmann, Owner of Eye Candy Pigments

Learn more about Eye Candy Pigments at eyecandypigments.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.

Challenge

Efficiently handle customer inquiries, drive sales, and still provide exceptional customer experience.

Solution

Provide instant, accurate responses to customer questions and guide them through the purchase journey.

Results

A 50% reduction in support emails and calls, increased conversion rates, and improved engagement on the website.

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 AI Conversations Reduced Support Inquiries by 50% for Eye Candy Pigments

Case Study

Challenge

Efficiently handle customer inquiries, drive sales, and still provide exceptional customer experience.

Solution

Provide instant, accurate responses to customer questions and guide them through the purchase journey.

Results

A 50% reduction in support emails and calls, increased conversion rates, and improved engagement on the website.

Eye Candy Pigments

by the Numbers

50%
Reduction in support inquiries
21%
Disengaged shoppers CVR

Challenge: Help with support

Jeff Bergmann, founder of Eye Candy Pigments, faced the challenge of efficiently handling phone calls and emails from customers seeking information about specific colors, uses, and his wholesale program.

Initially, Jeff wanted to provide quick, helpful responses to customers without having them wait for an email reply or spend time on a phone call, especially for a relatively low-priced product.

"The last thing you want to do is send out emails for a $15 product. Those questions should be answered while they're shopping." — Jeff Bergmann

Solution: Use a chatbot to deflect FAQs

Jeff considered implementing a chatbot for about a year and decided it was time. He said, “It was between Rep and another company, and I did trials for both. Rep had two functionalities that others didn't have at the time."

  1. The ability to create custom FAQ's or upload blogs to train the AI.
  2. View conversations which can help fix site and knowledge base issues.

Rep’s advanced AI pulled information from the website's catalog, collections, product descriptions, and tags to offer answers to shoppers.

Other benefits from Rep included:

  1. Automated responses to common questions: The chatbot handles a wide range of customer queries, from product details to wholesale program inquiries, providing quick and accurate answers.
  2. Seamless integration with Shopify: Eye Candy Pigments uses Shopify, which plays an important role in the AI’s training. Rep analyzes product descriptions and tags to provide relevant information to customers. This would lead to…
  3. Improved store UX through conversation analysis: Jeff improved his product descriptions and tags by regularly reviewing chatbot conversations, ensuring that the AI concierge provided increasingly accurate and helpful responses over time.

"When I went through the conversations, I saw responses mentioning the wrong colors. I read them every day for like a month just to see how the AI responded, and what shoppers were looking for — or new products they’re looking for." - Jeff Bergmann

Results: Reduced support inquiries and more sales

Rep yielded some good results on its own. However, the combination of AI and humans unlocked Rep’s true potential. Specifically, Jeff’s conversation analysis which led to improving his Shopify tagging structure

  1. 50% reduction in support queries: Rep successfully handled many customer questions, reducing support emails and phone calls by approximately 50%.

    "Rep reduced support tickets by probably 50%. Whether it's information about a product or someone wanting to become a wholesaler in my wholesale program.”
"They'll ask the chatbot, ‘How can I become a wholesaler?’ and I don't have to sit there and go back and forth in emails explaining what it's about. The bot just sends them to a form." —Jeff Bergmann
  1. Increased conversion rates: According to Jeff, overall conversion rates increased, though he didn’t have exact figures.

    "The conversion rates went up, and I'm receiving fewer calls and emails, obviously." - Jeff Bergmann

  2. Better customer engagement: Customers spent more time on the website because they quickly found the information they needed through Rep, reducing frustration and increasing the likelihood of a purchase.
“Rep keeps shoppers on the site longer and not as frustrated. The length of time they're on my website has increased because they're not giving up.”

Eye Candy Pigments was able to automate its customer support system, provide shoppers with a better shopping experience, and reduce Jeff’s workload. The increased sales were a direct result of everything else.

"Customers like it. I mean, I haven't had complaints. You know, they're using it more than I thought they would. It surpassed my expectations on the usage. I'm spending this much to use a service like Rep. Is the juice worth a squeeze, per se, and it seems like it is." - Jeff Bergmann, Owner of Eye Candy Pigments

Learn more about Eye Candy Pigments at eyecandypigments.com

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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.