CASE STUDY
February 4, 2024

How Ritual Zero Proof increased CVR by 5X with Rep and Klaviyo

Client:
Ritual Zero Proof
Industry:
Food & Beverage
Platform:
Shopify + Klaviyo
25%
CVR from email subscriptions to same-session purchases
5X
CVR lift

Summary

Challenge

Ritual Zero Proof had a problem converting shoppers into paying customers. They were losing sales somewhere between the product page view and the site's shopping cart function.

Solution

Rep’s AI sales assistant was able to quickly provide them with information that would normally require navigating throughout the website, including ingredients and flavor notes, all while reinforcing that the products were truly alcohol-free.

Results

25% increase in conversion rate from email subscriptions to continual, same-session purchases. E-commerce business for Ritual Zero Proof increased exponentially.

Challenge

The three founders hit the ground running from the moment the company was formed. Early on, Ritual Zero Proof found success and instant fame. Forbes published multiple write-ups on the product and Ritual Zero’s business. Martha Stewart sampled and reviewed the product lineup, and the trio hit the podcast circuit, building awareness for their fledgling brand.  

Although the company’s launch could not have come at a worse time, given widespread bar closures and tasting event cancellations, Ritual Zero Proof thrived. According to a Forbes article from 2020, the company enjoyed a whopping 241% revenue growth during their first year in business. The team successfully cornered a market that no one even knew existed.

A significant part of Ritual Zero Proof’s success can be attributed to the way the brand leveraged partnerships, especially during a time of great adversity. In an era where in-person sampling events —a staple component of any “liquor” brand’s physical presence—became almost non-existent, Ritual Zero forged new partnerships with the likes of V8, Peloton, and Recess Sparkling Water. It's why Ritual Zero Proof thrived where others have failed. And yet, something vital was missing from their eCommerce storefront. That’s why Sakey and Ritual sought out Rep.

Even with all of their publicity, Ritual Zero Proof had a problem converting shoppers into paying customers. They were rapidly losing sales between the product page view and the site’s shopping cart function. In other words, people were browsing, but they weren’t buying.

“My experience with Rep has been great. We are seeing very positive results across Rep’s major KPIs, and the implementation and ongoing optimization have required very little effort on my end. So I can keep focusing on the other aspects of my business, and feel comfortable knowing that the Rep team is doing everything they can to keep improving Rep’s results.”

Brennan MacKinlay E-Commerce Manager, Ritual Zero Proof

Solution

Ritual Zero Proof contracted with Rep to solve the issue. Rep’s AI shopping assistant helped the team at Ritual Zero uncover the precise reason why shoppers weren’t purchasing.

During customer conversations, Rep’s AI sales assistant learned some interesting facts about Ritual Zero’s typical online customers. Visitors of the site were overwhelmingly concerned with two things:

  • Are the liquor alternatives really alcohol-free?
  • How do the products taste?

Without access to bar room events and tasting parties, shoppers had no baseline for comparison and were often skeptical with alcohol-free labels. Rep’s AI concierge was able to give them information quickly in-chat, versus searching the website, looking up information including ingredients and flavor notes, all while reinforcing that the products were truly alcohol-free.

Results

Ritual Zero Proof’s business continued to surge. The company enjoyed an 80% year-over-year increase. In the end, shoppers just wanted to trust RZP's claims. And Rep’s AI concierge played a large part in their continued growth because it helped answer questions quickly and conversationally.

In addition to more sales, the AI was asked many times by customers if they could get a discount. Sure, the team at RZP figured, if customers would just subscribe to their newsletter.

From there, Rep would collect emails and send them to Klaviyo. And shoppers would immediately get a discount which was already applied at checkout. This one change generated a 25% increase in conversion rate from email subscriptions.

By reinvesting in a positive customer experience and building trust with shoppers, Marcus and the team at Ritual Zero Proof made it easier to buy for potential customers. And sometimes, reducing a little friction goes a long way.

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

Ritual Zero Proof had a problem converting shoppers into paying customers. They were losing sales somewhere between the product page view and the site's shopping cart function.

Solution

Rep’s AI sales assistant was able to quickly provide them with information that would normally require navigating throughout the website, including ingredients and flavor notes, all while reinforcing that the products were truly alcohol-free.

Results

25% increase in conversion rate from email subscriptions to continual, same-session purchases. E-commerce business for Ritual Zero Proof increased exponentially.

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 conversational AI

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

How Ritual Zero Proof increased CVR by 5X with Rep and Klaviyo

Case Study

Summary

Challenge

Ritual Zero Proof had a problem converting shoppers into paying customers. They were losing sales somewhere between the product page view and the site's shopping cart function.

Solution

Rep’s AI sales assistant was able to quickly provide them with information that would normally require navigating throughout the website, including ingredients and flavor notes, all while reinforcing that the products were truly alcohol-free.

Results

25% increase in conversion rate from email subscriptions to continual, same-session purchases. E-commerce business for Ritual Zero Proof increased exponentially.

Ritual Zero Proof

by the Numbers

25%
CVR from email subscriptions to same-session purchases
5X
CVR lift

Challenge

The three founders hit the ground running from the moment the company was formed. Early on, Ritual Zero Proof found success and instant fame. Forbes published multiple write-ups on the product and Ritual Zero’s business. Martha Stewart sampled and reviewed the product lineup, and the trio hit the podcast circuit, building awareness for their fledgling brand.  

Although the company’s launch could not have come at a worse time, given widespread bar closures and tasting event cancellations, Ritual Zero Proof thrived. According to a Forbes article from 2020, the company enjoyed a whopping 241% revenue growth during their first year in business. The team successfully cornered a market that no one even knew existed.

A significant part of Ritual Zero Proof’s success can be attributed to the way the brand leveraged partnerships, especially during a time of great adversity. In an era where in-person sampling events —a staple component of any “liquor” brand’s physical presence—became almost non-existent, Ritual Zero forged new partnerships with the likes of V8, Peloton, and Recess Sparkling Water. It's why Ritual Zero Proof thrived where others have failed. And yet, something vital was missing from their eCommerce storefront. That’s why Sakey and Ritual sought out Rep.

Even with all of their publicity, Ritual Zero Proof had a problem converting shoppers into paying customers. They were rapidly losing sales between the product page view and the site’s shopping cart function. In other words, people were browsing, but they weren’t buying.

“My experience with Rep has been great. We are seeing very positive results across Rep’s major KPIs, and the implementation and ongoing optimization have required very little effort on my end. So I can keep focusing on the other aspects of my business, and feel comfortable knowing that the Rep team is doing everything they can to keep improving Rep’s results.”

Brennan MacKinlay E-Commerce Manager, Ritual Zero Proof

Solution

Ritual Zero Proof contracted with Rep to solve the issue. Rep’s AI shopping assistant helped the team at Ritual Zero uncover the precise reason why shoppers weren’t purchasing.

During customer conversations, Rep’s AI sales assistant learned some interesting facts about Ritual Zero’s typical online customers. Visitors of the site were overwhelmingly concerned with two things:

  • Are the liquor alternatives really alcohol-free?
  • How do the products taste?

Without access to bar room events and tasting parties, shoppers had no baseline for comparison and were often skeptical with alcohol-free labels. Rep’s AI concierge was able to give them information quickly in-chat, versus searching the website, looking up information including ingredients and flavor notes, all while reinforcing that the products were truly alcohol-free.

Results

Ritual Zero Proof’s business continued to surge. The company enjoyed an 80% year-over-year increase. In the end, shoppers just wanted to trust RZP's claims. And Rep’s AI concierge played a large part in their continued growth because it helped answer questions quickly and conversationally.

In addition to more sales, the AI was asked many times by customers if they could get a discount. Sure, the team at RZP figured, if customers would just subscribe to their newsletter.

From there, Rep would collect emails and send them to Klaviyo. And shoppers would immediately get a discount which was already applied at checkout. This one change generated a 25% increase in conversion rate from email subscriptions.

By reinvesting in a positive customer experience and building trust with shoppers, Marcus and the team at Ritual Zero Proof made it easier to buy for potential customers. And sometimes, reducing a little friction goes a long way.

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