Challenge

Fresh Roasted Coffee was founded in 2009 with the commitment to be a quality coffee supplier dedicated to sourcing coffee from the right places. To meet this goal, they are Direct Trade, Fair Trade, and Rainforest Alliance Certified, as sustainability means as much to them and their customers as the quality of the coffee.

For several years they were featured on Inc 500’s list of fastest-growing private businesses in the country. This rapid growth is due to products that appeal to coffee lovers and consumers demanding ethically sourced goods. The company also has an expansive range of products, which was a catalyst in their early and continued growth, but this also became an issue in sales conversions from the front page.

There was a significant customer drop-off that Fresh Roasted Coffee had in the homepage product list view. Though they had a great conversion rate before using Rep, they felt like they could do much better. The company believed that this was caused by having a large variety of products that could confuse customers, creating decision fatigue.

With a huge catalog of coffees, teas, and merchandise, we needed the ability to direct customers to the right product more efficiently than simple filters could accomplish. To that end, Rep has been a huge benefit to us and our site users. The chatbot uses both the product data on our site and customer interactions to learn, improve, and speak directly to our customers without the need for customer service reps.

– John Helwig, Marketing Manager

Solution

To help combat this issue, with customers spending a significant amount of time searching for products and not knowing where to go, Fresh Roasted Coffee implemented Rep’s AI. The chatbot noticed that some customers were spending too much time scrolling through a large variety of products. When this happened, the AI approached them in real-time to offer assistance and delivered personalized recommendations after asking a few questions about their taste and preferences.

In addition, the chatbot also approached customers who were idling too long in individual product pages. The prompt was established to allow the customer to ask questions about particular coffee products. With this information, the Rep could answer customer questions about the difference between certain coffee products.

Results

Fresh Roasted Coffee increases its sales. The ability to keep potential buyers within the sales journey by answering simple questions and guiding shoppers through their entire experience is a powerful tool to have.

Using Rep’s AI concierge, Fresh Roasted Coffee lifted their conversion rate and generated sales uplift by 17% as well. Fresh Roasted Coffee was able to engage interested customers and convert them into sales with the simple power of a conversation.