CASE STUDY
April 8, 2024

How Snow transformed customer support into a revenue center

Client:
Snow
Industry:
Beauty & Cosmetics
Platform:
Shopify + Klaviyo
98%
AI-assisted support
33%
Abandoned cart conversions
22%
Product page conversions

Challenge

How to efficiently handle Non-Decision Contacts (NDCs) and re-market to shoppers who abandoned their cart

Solution

AI-driven customer support for NDCs, sales nudges, and IP-based abandoned cart recovery

Results

A 33.85% conversion rate on abandoned cart flows, generating over $200k in revenue, and 98.34% of customer interactions handled without agent intervention.

Challenge: Non-decision Contacts (NDCs) and Abandoned Carts

The team at Snow faced a two-fold challenge. First, they were grappling with what they termed "Non-Decision Contacts" (NDCs). These are customer support queries that don't require decision-making from agents but simply involve relaying information—like "Where's my order?" or "What's your return policy?" The team wanted to handle these NDCs more efficiently without compromising on customer experience.

Second, they had a significant number of abandoned carts—potential sales that were slipping through the cracks because they couldn't identify or reach these customers. They mostly turned to Rep to handle those NDCs, but they didn't expect the AI to drive more sales.

Solution: A Dual Approach with Rep AI

Efficiently Handling NDCs

Snow Cosmetics employed Rep AI to automate responses to NDCs. The aim was to provide consistent and immediate answers, thereby freeing up human agents to tackle more complex issues.

Reaching Abandoned Carts through IP Address Identification

The implementation of IP address targeting, enabled Snow to identify customers who had abandoned their carts without entering any contact information. Using IP data, they could then follow up with these potential buyers, a strategy they never used before.

30-Day Money Back Guarantee Reminder

Snow also implemented a "30-day money-back guarantee" reminder message through Rep on their product pages. This simple action instilled more buyer confidence, and led to a 22% conversion rate on product pages alone.

Better Service = More Sales

Snow's Success team didn't just see Rep as a service tool; they considered its sales potential as well. This nuanced approach allowed them to present Rep's full-journey capabilities to their executive team—something that could provide amazing support AND drive sales.

Results: A Revenue-Generating Full-Service Concierge

Rep's Quantifiable Impact

  • 33.85% conversion rate from abandoned cart flow, generating over $220,000 in sales
  • 22% conversion rate for product pages, resulting in over $119,000 in sales
  • 98.34% of support questions handled by the AI, efficiently handling those NDCs

And all this within a 60 day time window.

Bottom Line

The AI-driven approach allowed Snow to shift the perception of their customer service & success teams from being a cost center to a revenue-generating goldmine. Rep changed how they approached customer service and sales, making it a win-win for both the company and its customers.

"Rep AI has allowed us to redefine what customer support can be. It's not just about answering questions; it's about actively contributing to the bottom line. We've turned customer service from a cost center into a revenue center, and that's a game-changer."

Discover more at Snow Cosmetics: https://www.trysnow.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 to efficiently handle Non-Decision Contacts (NDCs) and re-market to shoppers who abandoned their cart

Solution

AI-driven customer support for NDCs, sales nudges, and IP-based abandoned cart recovery

Results

A 33.85% conversion rate on abandoned cart flows, generating over $200k in revenue, and 98.34% of customer interactions handled without agent intervention.

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.

Enhance your customers’ shopping experience with an AI that serves to sell

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Rep AI - eCommerce AI chatbot that converts more and sells more | Product Hunt

How Snow transformed customer support into a revenue center

Case Study

Challenge

How to efficiently handle Non-Decision Contacts (NDCs) and re-market to shoppers who abandoned their cart

Solution

AI-driven customer support for NDCs, sales nudges, and IP-based abandoned cart recovery

Results

A 33.85% conversion rate on abandoned cart flows, generating over $200k in revenue, and 98.34% of customer interactions handled without agent intervention.

Snow

by the Numbers

98%
AI-assisted support
33%
Abandoned cart conversions
22%
Product page conversions

Challenge: Non-decision Contacts (NDCs) and Abandoned Carts

The team at Snow faced a two-fold challenge. First, they were grappling with what they termed "Non-Decision Contacts" (NDCs). These are customer support queries that don't require decision-making from agents but simply involve relaying information—like "Where's my order?" or "What's your return policy?" The team wanted to handle these NDCs more efficiently without compromising on customer experience.

Second, they had a significant number of abandoned carts—potential sales that were slipping through the cracks because they couldn't identify or reach these customers. They mostly turned to Rep to handle those NDCs, but they didn't expect the AI to drive more sales.

Solution: A Dual Approach with Rep AI

Efficiently Handling NDCs

Snow Cosmetics employed Rep AI to automate responses to NDCs. The aim was to provide consistent and immediate answers, thereby freeing up human agents to tackle more complex issues.

Reaching Abandoned Carts through IP Address Identification

The implementation of IP address targeting, enabled Snow to identify customers who had abandoned their carts without entering any contact information. Using IP data, they could then follow up with these potential buyers, a strategy they never used before.

30-Day Money Back Guarantee Reminder

Snow also implemented a "30-day money-back guarantee" reminder message through Rep on their product pages. This simple action instilled more buyer confidence, and led to a 22% conversion rate on product pages alone.

Better Service = More Sales

Snow's Success team didn't just see Rep as a service tool; they considered its sales potential as well. This nuanced approach allowed them to present Rep's full-journey capabilities to their executive team—something that could provide amazing support AND drive sales.

Results: A Revenue-Generating Full-Service Concierge

Rep's Quantifiable Impact

  • 33.85% conversion rate from abandoned cart flow, generating over $220,000 in sales
  • 22% conversion rate for product pages, resulting in over $119,000 in sales
  • 98.34% of support questions handled by the AI, efficiently handling those NDCs

And all this within a 60 day time window.

Bottom Line

The AI-driven approach allowed Snow to shift the perception of their customer service & success teams from being a cost center to a revenue-generating goldmine. Rep changed how they approached customer service and sales, making it a win-win for both the company and its customers.

"Rep AI has allowed us to redefine what customer support can be. It's not just about answering questions; it's about actively contributing to the bottom line. We've turned customer service from a cost center into a revenue center, and that's a game-changer."

Discover more at Snow Cosmetics: https://www.trysnow.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.

Rep AI - eCommerce AI chatbot that converts more and sells more | Product Hunt