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CASE STUDY
September 16, 2024

How Apricoat enhanced its customer journey and boosted sales with Rep AI

Client:
Apricoat
Industry:
Apparel & Accessories
Platform:
Shopify
10%
Conversions to sales
$20,736
Additional revenue
96%
AI-assisted support

Challenge

Guide shoppers to the perfect gear for their next adventure

Solution

Personalized assistance through "Ann" the chatbot

Results

Decreased support tickets, more conversions, and more sales.

Challenge  

Travelers are discerning. They need apparel that suits their unique adventures, whether trekking a challenging trail or enjoying a light hike.

Apricoat understands this, offering signature pieces tailored to various outdoor experiences.

But how do they educate their online visitors about the right fit for their adventure? How do they mimic the assistance of a brick-and-mortar salesperson in a digital space?

Their mission: guide the traveler to the perfect piece, be it the robust Adventure 2.0 Jacket or the versatile Eco-Down Jacket, and offer support akin to an in-store experience.

Solution

Personalized Assistance with "Ann"

Hi Ann! A perfect blend of technology and personal touch, Apricoat introduced "Ann" – their AI concierge — to their customers.

Ann was more than just a chatbot; she became a friendly, knowledgeable face for visitors. They even tested total conversions withAnn against the Apricoat logo—and Ann won—so they stuck with “her”.

Apricoat gave their chatbot a face and a name to surprising results

Contextual Sales & Support with Rep's Behavioral AI

Each customer's journey is distinct. With Rep’s Behavioral AI, Apricoat ensured that customers received context-sensitive assistance and recommendations. Depending on where they were in their purchase journey, the right help was provided at the right moment.

This unique feature provided a nice uplift to Apricoat’s Average Order Value (AOV).

Results  

In just one month:

  • An impressive 10.19% of conversations led to sales, racking up a revenue of $20,736.59
  • "Ann" handled 96.46% of inquiries, reducing the need to involve human agents
"As the COO of Apricoat, I'm pleased to endorse REP AI. The chatbot not only elevated our sales and engagement but has also revolutionized our customer support. Overall, REP has proven to be an invaluable asset for Apricoat, enhancing our customer interactions and propelling our business growth."

— Ran Friedlander, COO

With Rep at the helm, Apricoat isn't just selling apparel; they're curating personalized shopping journeys, ensuring every traveler finds their perfect match for the road ahead.

Discover more at Apricoat: https://apricoat.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

Guide shoppers to the perfect gear for their next adventure

Solution

Personalized assistance through "Ann" the chatbot

Results

Decreased support tickets, more conversions, and more 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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How Apricoat enhanced its customer journey and boosted sales with Rep AI

Case Study

Challenge

Guide shoppers to the perfect gear for their next adventure

Solution

Personalized assistance through "Ann" the chatbot

Results

Decreased support tickets, more conversions, and more sales.

Apricoat

by the Numbers

10%
Conversions to sales
$20,736
Additional revenue
96%
AI-assisted support

Challenge  

Travelers are discerning. They need apparel that suits their unique adventures, whether trekking a challenging trail or enjoying a light hike.

Apricoat understands this, offering signature pieces tailored to various outdoor experiences.

But how do they educate their online visitors about the right fit for their adventure? How do they mimic the assistance of a brick-and-mortar salesperson in a digital space?

Their mission: guide the traveler to the perfect piece, be it the robust Adventure 2.0 Jacket or the versatile Eco-Down Jacket, and offer support akin to an in-store experience.

Solution

Personalized Assistance with "Ann"

Hi Ann! A perfect blend of technology and personal touch, Apricoat introduced "Ann" – their AI concierge — to their customers.

Ann was more than just a chatbot; she became a friendly, knowledgeable face for visitors. They even tested total conversions withAnn against the Apricoat logo—and Ann won—so they stuck with “her”.

Apricoat gave their chatbot a face and a name to surprising results

Contextual Sales & Support with Rep's Behavioral AI

Each customer's journey is distinct. With Rep’s Behavioral AI, Apricoat ensured that customers received context-sensitive assistance and recommendations. Depending on where they were in their purchase journey, the right help was provided at the right moment.

This unique feature provided a nice uplift to Apricoat’s Average Order Value (AOV).

Results  

In just one month:

  • An impressive 10.19% of conversations led to sales, racking up a revenue of $20,736.59
  • "Ann" handled 96.46% of inquiries, reducing the need to involve human agents
"As the COO of Apricoat, I'm pleased to endorse REP AI. The chatbot not only elevated our sales and engagement but has also revolutionized our customer support. Overall, REP has proven to be an invaluable asset for Apricoat, enhancing our customer interactions and propelling our business growth."

— Ran Friedlander, COO

With Rep at the helm, Apricoat isn't just selling apparel; they're curating personalized shopping journeys, ensuring every traveler finds their perfect match for the road ahead.

Discover more at Apricoat: https://apricoat.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.

COMPANY

AboutCustomersCareersTerms & ConditionsPrivacy PolicyWall of Love ❤️

PRODUCT

ProductIntegrationsPlans & PricingRep for SupportRep for RevenueHelp Center

RESOURCES

BlogCase StudiesSimulatorROI Calculator

PARTNERSHIPS

Partners ProgramReferral Program
Copyright © 2024 Rep AI Technologies. All rights reserved.