CASE STUDY
May 5, 2024

How SA Fishing Bridged Traditional-Minded Customers with AI Innovation

Client:
SA Fishing
Industry:
Apparel & Accessories
Platform:
Shopify+Gorgias+Attentive+Klaviyo
18%
AI Conversions in January
81%
Support Handled by AI
20x
Return on REP Investment

Challenge

How can the SA team decrease customer service team effort and still generate revenue without additional costs?

‍

Solution  

Create a bridge between SA Fishing's traditional customer base and the cutting-edge efficiency of AI.

‍

Results  

SA Fishing boasts an impressive 20x ROI, along with an 18% AI-assisted conversion rate in January 2024, and improved customer satisfaction and acceptance.

Challenge  

The heart of SA Fishing lies with its traditionally-minded customers who value human interaction. The SA team was tasked with the challenge of "decreasing the efforts of our customer service team and generating revenue without having to put any hours behind it," while ensuring that the human essence of customer service remained intact.

‍

SA Company stood at the crossroads of tradition and innovation, striving to maintain the cherished personal touch in their customer service while efficiently handling an overwhelming order volume at times.

‍

"We have been trying to automate everything that happens on the site... our customer service was not able to keep up with it," reflects the challenge of adapting to the future without losing the essence of the past.” — Jessie

‍

Solution  

Respectful Customer Engagement  

Rep’s proactive engagement wasn't just about efficiency; it was about maintaining the warmth and personal connection that SA Fishing's customers continue to value.

‍

Personalized Product Discovery  

Through AI, product discovery became not just a process, but a personalized journey, guiding customers through SA Fishing's offerings with the comfort of a trusted guide.

‍

Support with a Human Touch  

The Generative AI, powered by ChatGPT, was more than just a chatbot; it was like a team member, handling customer interactions with detail and care similar to its human counterpart.

‍

‍

Insightful Analytics Console  

The analytics console provided insights, showcasing the impressive results and the ability to see and gain insight from actual customer conversations. 

‍

Results  

The integration of Rep at SA Fishing was not just a success; it was eye-opening. "The result was unexpected just because we weren't sure how our customers were going to react to this."  — Joe

‍

Yet, the customers were more than just receptive; they embraced the AI, reflected in the engagement metrics.

‍

"Seeing that we were able to help some customers was a nice surprise. Our customers are more receptive over this than we thought." — Joe

‍

Conclusion  

SA Fishing's journey speaks to the transformative potential of the blending future-facing tech of AI chatbots with traditionally-minded consumers who require a more human approach.

‍

The ROI, AI-generated conversion rate boost, and customer support metrics aren’t just numbers; they’re a narrative of successful adoption, acceptance, and anticipation of something that wasn't available before — personalized journeys at scale.

‍

To learn more about SA Fishing, go to: safishing.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

How can the SA team decrease customer service team effort and still generate revenue without additional costs?

‍

Solution  

Create a bridge between SA Fishing's traditional customer base and the cutting-edge efficiency of AI.

‍

Results  

SA Fishing boasts an impressive 20x ROI, along with an 18% AI-assisted conversion rate in January 2024, and improved customer satisfaction and acceptance.

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 SA Fishing Bridged Traditional-Minded Customers with AI Innovation

Case Study

Challenge

How can the SA team decrease customer service team effort and still generate revenue without additional costs?

‍

Solution  

Create a bridge between SA Fishing's traditional customer base and the cutting-edge efficiency of AI.

‍

Results  

SA Fishing boasts an impressive 20x ROI, along with an 18% AI-assisted conversion rate in January 2024, and improved customer satisfaction and acceptance.

SA Fishing

by the Numbers

18%
AI Conversions in January
81%
Support Handled by AI
20x
Return on REP Investment

Challenge  

The heart of SA Fishing lies with its traditionally-minded customers who value human interaction. The SA team was tasked with the challenge of "decreasing the efforts of our customer service team and generating revenue without having to put any hours behind it," while ensuring that the human essence of customer service remained intact.

‍

SA Company stood at the crossroads of tradition and innovation, striving to maintain the cherished personal touch in their customer service while efficiently handling an overwhelming order volume at times.

‍

"We have been trying to automate everything that happens on the site... our customer service was not able to keep up with it," reflects the challenge of adapting to the future without losing the essence of the past.” — Jessie

‍

Solution  

Respectful Customer Engagement  

Rep’s proactive engagement wasn't just about efficiency; it was about maintaining the warmth and personal connection that SA Fishing's customers continue to value.

‍

Personalized Product Discovery  

Through AI, product discovery became not just a process, but a personalized journey, guiding customers through SA Fishing's offerings with the comfort of a trusted guide.

‍

Support with a Human Touch  

The Generative AI, powered by ChatGPT, was more than just a chatbot; it was like a team member, handling customer interactions with detail and care similar to its human counterpart.

‍

‍

Insightful Analytics Console  

The analytics console provided insights, showcasing the impressive results and the ability to see and gain insight from actual customer conversations. 

‍

Results  

The integration of Rep at SA Fishing was not just a success; it was eye-opening. "The result was unexpected just because we weren't sure how our customers were going to react to this."  — Joe

‍

Yet, the customers were more than just receptive; they embraced the AI, reflected in the engagement metrics.

‍

"Seeing that we were able to help some customers was a nice surprise. Our customers are more receptive over this than we thought." — Joe

‍

Conclusion  

SA Fishing's journey speaks to the transformative potential of the blending future-facing tech of AI chatbots with traditionally-minded consumers who require a more human approach.

‍

The ROI, AI-generated conversion rate boost, and customer support metrics aren’t just numbers; they’re a narrative of successful adoption, acceptance, and anticipation of something that wasn't available before — personalized journeys at scale.

‍

To learn more about SA Fishing, go to: safishing.com

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 Shopping is the future of commerce. Join us.

COMPANY

AboutPartnersCareersPressTerms & ConditionsPrivacy Policy

PRODUCT

ProductIntegrationsPlans & PricingROI CalculatorHelp Center

RESOURCES

For Support TeamsFor MarketersBlogCase StudiesProduct NewsletterThe Fringe Newsletter