CASE STUDY
May 24, 2024

How Zavi Increased sales volume by 5X with Rep

Client:
ZAVI
Industry:
Apparel & Accessories
Platform:
Shopify
10X
Engagement with AI-powered sales assistant than live assistance
5X
Lift in sales volume immediately

Summary

Challenge

Offset the burden on live customer service representatives, increase customer engagement with the product, and decrease the customer drop-off rate.

Solution

Integrating Rep's 24/7 AI-powered sales assistant into the existing website to help better engage customers.

Results

Ten times the customer engagement using the onsite AI-powered sales concierge than via previous customer service methods. Immediate 11% lift in sales.

Challenge

Vibhuti Vazirani, founder of Zavi, has made Zavi an important name in the fast fashion industry. Zavi is a brand with a vision that’s hard to ignore. And while interest in the brand has remained high, sales via their website didn’t adequately reflect their growing popularity.

Zavi’s vision is eye-catching, especially in today’s climate of responsible consumerism. But attracting customers and converting customers are two very different things. From the company’s earliest days, traffic to their eCommerce storefront was steady. There was a problem—customers would come to Zavi’s landing page, but that was as far as they would make it. More often than not, they’d drop off the site before browsing further. Why?

The founder thought she covered all her bases. She hired a small team of live customer service reps who could help engage customers using suggestive selling techniques to recommend products. Demand was high, as she soon learned. Sky-high. The sales team were quickly getting overwhelmed by a constant stream of questions regarding Zavi’s unique, signature products. It was impossible to handle all customer inquiries. Then she found Rep.

“As a small business, Rep has alleviated our need to monitor general customer inquiries on the site, allowing us to maximize team efficiency and the customer shopping experience while collecting data to further improve UX.

Rep’s chatbot solution is completely customizable to address our product offering, customer behavior, and FAQs with language that matches our brand identity.

Since implementing, we’ve seen an increase in checkout conversion with visitors who interact with the on-site solution and continue to improve triggers and flows based on data gathered. It’s a great tool for any small business looking for a simple customer service solution”

Taylor Borde E-commerce manager

Solution

Rep specializes in AI solutions for eCommerce. To help Zavi’s founder, and the staff at Zavi, we deployed our onsite AI-powered sales concierge to help them better engage the deluge of customer requests.

Rep was designed to engage with customers before they drop off an eCommerce site altogether. The AI-powered concierge is built on AI that progressively learns customer speech patterns, anticipating their requests, and responding with relevant information.

The AI chatbot is the perfect complement to live customer service agents. It provides a tireless representative that can field multiple customer inquiries simultaneously and around the clock. With AI power behind you, you don’t have to worry about customers leaving your storefront unsatisfied.

Results

Through Rep’s intervention, Zavi's site improved right away. Their eCommerce business began to live up to the hype the brand had generated. With the use of the AI-powered chatbot, Zavi was able to engage their customers in real-time, answer questions, route customers to relevant suggestions, and engage in active selling around the clock.

As a result, Zavi saw a staggering 10 times more engagement with their eCommerce site than they did using live customer service assistants. People were still attracted by the brand’s messaging, but now they were engaged, exploring the products and browsing the site in depth. In addition, Zavi quickly saw a boost to their sales—an 11% uplift in overall sales.

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

Offset the burden on live customer service representatives, increase customer engagement with the product, and decrease the customer drop-off rate.

Solution

Integrating Rep's 24/7 AI-powered sales assistant into the existing website to help better engage customers.

Results

Ten times the customer engagement using the onsite AI-powered sales concierge than via previous customer service methods. Immediate 11% lift in sales.

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 Zavi Increased sales volume by 5X with Rep

Case Study

Summary

Challenge

Offset the burden on live customer service representatives, increase customer engagement with the product, and decrease the customer drop-off rate.

Solution

Integrating Rep's 24/7 AI-powered sales assistant into the existing website to help better engage customers.

Results

Ten times the customer engagement using the onsite AI-powered sales concierge than via previous customer service methods. Immediate 11% lift in sales.

ZAVI

by the Numbers

10X
Engagement with AI-powered sales assistant than live assistance
5X
Lift in sales volume immediately

Challenge

Vibhuti Vazirani, founder of Zavi, has made Zavi an important name in the fast fashion industry. Zavi is a brand with a vision that’s hard to ignore. And while interest in the brand has remained high, sales via their website didn’t adequately reflect their growing popularity.

Zavi’s vision is eye-catching, especially in today’s climate of responsible consumerism. But attracting customers and converting customers are two very different things. From the company’s earliest days, traffic to their eCommerce storefront was steady. There was a problem—customers would come to Zavi’s landing page, but that was as far as they would make it. More often than not, they’d drop off the site before browsing further. Why?

The founder thought she covered all her bases. She hired a small team of live customer service reps who could help engage customers using suggestive selling techniques to recommend products. Demand was high, as she soon learned. Sky-high. The sales team were quickly getting overwhelmed by a constant stream of questions regarding Zavi’s unique, signature products. It was impossible to handle all customer inquiries. Then she found Rep.

“As a small business, Rep has alleviated our need to monitor general customer inquiries on the site, allowing us to maximize team efficiency and the customer shopping experience while collecting data to further improve UX.

Rep’s chatbot solution is completely customizable to address our product offering, customer behavior, and FAQs with language that matches our brand identity.

Since implementing, we’ve seen an increase in checkout conversion with visitors who interact with the on-site solution and continue to improve triggers and flows based on data gathered. It’s a great tool for any small business looking for a simple customer service solution”

Taylor Borde E-commerce manager

Solution

Rep specializes in AI solutions for eCommerce. To help Zavi’s founder, and the staff at Zavi, we deployed our onsite AI-powered sales concierge to help them better engage the deluge of customer requests.

Rep was designed to engage with customers before they drop off an eCommerce site altogether. The AI-powered concierge is built on AI that progressively learns customer speech patterns, anticipating their requests, and responding with relevant information.

The AI chatbot is the perfect complement to live customer service agents. It provides a tireless representative that can field multiple customer inquiries simultaneously and around the clock. With AI power behind you, you don’t have to worry about customers leaving your storefront unsatisfied.

Results

Through Rep’s intervention, Zavi's site improved right away. Their eCommerce business began to live up to the hype the brand had generated. With the use of the AI-powered chatbot, Zavi was able to engage their customers in real-time, answer questions, route customers to relevant suggestions, and engage in active selling around the clock.

As a result, Zavi saw a staggering 10 times more engagement with their eCommerce site than they did using live customer service assistants. People were still attracted by the brand’s messaging, but now they were engaged, exploring the products and browsing the site in depth. In addition, Zavi quickly saw a boost to their sales—an 11% uplift in overall sales.

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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.