CASE STUDY
May 24, 2024

How Uprising food increased profits by 21.5% with Rep

Client:
Uprising Food
Industry:
Food & Beverage
Platform:
Shopify
3.2X
Conversion rate lift
17.7%
Decrease in the total number of support tickets processed
21.5%
Net increase to company's overall profitability

Summary

Challenge

Reduce the number of support tickets Uprising Food receives while decreasing support staff expenditures, all while increasing the company's overall profitability.

Solution

Embedding Rep's AI sales assistant directly on the customer's website actively reduced the need for intervention by a human representative.

Results

Uprising Foods experienced a boom in their conversion rate with an uplift of 21.5% while reducing the number of service tickets they processed, with a net increase to the company's bottom line.

Challenge

Rapid growth is never an easy prospect even for the most nimble and well-equipped startups. The bigger your business, the more expenses you’ll inevitably incur. When Uprising Foods approached the team at Rep, they were looking to optimize their business model, making their online sales profile leaner and more efficient and their profits more sustainable.

Uprising Foods is built on a subscription-based pricing model. The company offers a full line of chips and bread cubes delivered directly to your doorstep on a bi-weekly or monthly basis. The Happy Belly Bundle, a six-cube, gluten-free, and keto-friendly bread, is among their most popular products. The Happy Belly Bundle retails at $72 for a single, one-time purchase, or $68 with a subscription.

Customers have the option of selecting anywhere from a 2 week to a 26-week delivery interval. That is the strength of the Uprising brand: healthy food delivered under a highly customizable subscription plan.

One of the company’s primary concerns was the number of support tickets its website was generating. The bulk of those support tickets consisted of requests to either pause or stop subscription billing. Processing these requests was both a drain on the staff’s time and resources. Uprising Foods enlisted Rep’s help to reduce the sheer amount of trouble tickets without employing additional staff to process the requests. Their ultimate goal was to improve the company’s bottom line.

Rep has taken on a great challenge with attempting to replace other chat bots and even live agents in some respects across eCommerce businesses. In the short time that it has been implemented on our site, we have seen conversion rate lifts at some critical junctions during a customer’s experience on site. The ability for Rep to handle key customer inquiries also has cut down on the amount of daily tickets our support agents have to handle answering the same questions over and over. What is especially impressive about Rep is also their team. They are highly attentive to listening to our needs and are driven to deliver the best possible experience for both brands and consumers.

– Zachary Franke
Head of eCommerce

Solution

Rep’s powerful AI is built to detect customer frustration and intervene before they abandon their cart and ultimately leave the site. Even the customers that choose not to purchase products from Uprising Food provide added value to the company’s bottom line. The AI can gather actionable data and metrics from shopper behavior—even those who’ve abandoned an order in progress—to drive future success and marketing.

Results

To recap, Uprising Foods came to Rep with three primary concerns:

  • Reduce their number of incoming support tickets
  • Eliminate or reduce the need to hire additional customer service staff
  • Improve the company’s overall profitability

Uprising Food saw a meaningful and immediate improvement where their company’s overall performance was concerned.

Uprising Foods saw a significant reduction regarding their incoming trouble tickets. The AI chatbot was able to provide support to shoppers when they needed it the most, answering simple questions on time before they become bigger issues.

Rep helped bolster and strengthen key customer relationships at the top of Uprising’s funnel.

As a result, Uprising Food was able to increase its customer conversion rate from 3% on average to over 5%. This seemingly simple boost in sales had a profound effect on the business as a whole, increasing the company’s profitability in the process. The extra customer service efforts provided by Rep left the company with a stronger foundation upon which to base its future business decisions and marketing.

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

Reduce the number of support tickets Uprising Food receives while decreasing support staff expenditures, all while increasing the company's overall profitability.

Solution

Embedding Rep's AI sales assistant directly on the customer's website actively reduced the need for intervention by a human representative.

Results

Uprising Foods experienced a boom in their conversion rate with an uplift of 21.5% while reducing the number of service tickets they processed, with a net increase to the company's bottom line.

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 Uprising food increased profits by 21.5% with Rep

Case Study

Summary

Challenge

Reduce the number of support tickets Uprising Food receives while decreasing support staff expenditures, all while increasing the company's overall profitability.

Solution

Embedding Rep's AI sales assistant directly on the customer's website actively reduced the need for intervention by a human representative.

Results

Uprising Foods experienced a boom in their conversion rate with an uplift of 21.5% while reducing the number of service tickets they processed, with a net increase to the company's bottom line.

Uprising Food

by the Numbers

3.2X
Conversion rate lift
17.7%
Decrease in the total number of support tickets processed
21.5%
Net increase to company's overall profitability

Challenge

Rapid growth is never an easy prospect even for the most nimble and well-equipped startups. The bigger your business, the more expenses you’ll inevitably incur. When Uprising Foods approached the team at Rep, they were looking to optimize their business model, making their online sales profile leaner and more efficient and their profits more sustainable.

Uprising Foods is built on a subscription-based pricing model. The company offers a full line of chips and bread cubes delivered directly to your doorstep on a bi-weekly or monthly basis. The Happy Belly Bundle, a six-cube, gluten-free, and keto-friendly bread, is among their most popular products. The Happy Belly Bundle retails at $72 for a single, one-time purchase, or $68 with a subscription.

Customers have the option of selecting anywhere from a 2 week to a 26-week delivery interval. That is the strength of the Uprising brand: healthy food delivered under a highly customizable subscription plan.

One of the company’s primary concerns was the number of support tickets its website was generating. The bulk of those support tickets consisted of requests to either pause or stop subscription billing. Processing these requests was both a drain on the staff’s time and resources. Uprising Foods enlisted Rep’s help to reduce the sheer amount of trouble tickets without employing additional staff to process the requests. Their ultimate goal was to improve the company’s bottom line.

Rep has taken on a great challenge with attempting to replace other chat bots and even live agents in some respects across eCommerce businesses. In the short time that it has been implemented on our site, we have seen conversion rate lifts at some critical junctions during a customer’s experience on site. The ability for Rep to handle key customer inquiries also has cut down on the amount of daily tickets our support agents have to handle answering the same questions over and over. What is especially impressive about Rep is also their team. They are highly attentive to listening to our needs and are driven to deliver the best possible experience for both brands and consumers.

– Zachary Franke
Head of eCommerce

Solution

Rep’s powerful AI is built to detect customer frustration and intervene before they abandon their cart and ultimately leave the site. Even the customers that choose not to purchase products from Uprising Food provide added value to the company’s bottom line. The AI can gather actionable data and metrics from shopper behavior—even those who’ve abandoned an order in progress—to drive future success and marketing.

Results

To recap, Uprising Foods came to Rep with three primary concerns:

  • Reduce their number of incoming support tickets
  • Eliminate or reduce the need to hire additional customer service staff
  • Improve the company’s overall profitability

Uprising Food saw a meaningful and immediate improvement where their company’s overall performance was concerned.

Uprising Foods saw a significant reduction regarding their incoming trouble tickets. The AI chatbot was able to provide support to shoppers when they needed it the most, answering simple questions on time before they become bigger issues.

Rep helped bolster and strengthen key customer relationships at the top of Uprising’s funnel.

As a result, Uprising Food was able to increase its customer conversion rate from 3% on average to over 5%. This seemingly simple boost in sales had a profound effect on the business as a whole, increasing the company’s profitability in the process. The extra customer service efforts provided by Rep left the company with a stronger foundation upon which to base its future business decisions and marketing.

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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.