Create Wellness is a growing omnichannel wellness brand, dedicated to providing high-quality Creatine products for everyday wellness. With a focus on eCommerce and influencer-driven marketing, the brand sought to enhance its customer experience while optimizing sales and support processes.

Challenge: A Need for Scalable and Effective Customer Support

Before adopting Rep AI, Create Wellness faced challenges in scaling customer support. As the brand continued to grow, shopper numbers increased, and both the in-house and outsourced teams struggled with climbing support inquiries and nuanced customer communication.

Solution: Implementing Rep AI’s AI-Powered Concierge

When introduced to Rep AI, Create Wellness immediately saw the potential of an AI-driven concierge that could handle both sales and support inquiries effectively.

One of the first advantages that the Create team noticed is the simplicity and quick set up process “When there’s something that requires really intensive setup or ongoing maintenance, it's hard to commit with our current team resources. So being able to set it up easily, make some tweaks on the catalog, and let it run was really powerful for us.” says Margaret Fortner, Sr. VP of Marketing at Create Wellness.

On the support side, Rep AI stepped in to bridge a critical gap in Create Wellness’s operations. “Our CX agency could handle the basics - checking order status, changing shipping dates - but when it came to live customer conversations, there were gaps,” Margaret explained.

"being able to set it up easily, make some tweaks on the catalog, and let it run was really powerful for us.”

Rep AI changed that. By handling customer inquiries with natural, context-aware responses, the AI concierge ensured shoppers got quick, accurate answers without the back-and-forth. Whether it was addressing product questions, pulling up ingredient details, or guiding customers to the right pages, Rep AI kept the experience seamless. “It lets us meet customer expectations without adding more pressure on our team,” Margaret said. “The AI took on the heavy lifting, so we could focus on bigger priorities.”

Beyond support, Rep AI also provided valuable analytics and insights that helped Create Wellness make data-driven decisions.

“I showed Rep AI’s AI training portal to another AI company as an example of a great, intuitive interface. The analytics suite impressed me, everything is very clear, and there are a lot of options for customization,” Margaret shared.

Results: Enhanced Support and Increased Conversions

After implementing Rep AI, Create Wellness saw immediate improvements.

AI-Powered Support That Scales Effortlessly

Rep AI efficiently managed customer inquiries, ensuring smooth interactions without requiring extensive human intervention.

“I’ve been deep into conversations, and one thing I appreciate is that the AI eliminates bots and engages with customers who have actual intent. That’s a huge plus for us."

Margaret adds, “I could make the case that people who come in through the chatbot are probably more valuable because they're more likely to convert”. The ability to monitor unanswered questions allowed Create Wellness to refine AI training and enhance responses over time.

Maximizing Sales with Smart AI Engagement

Beyond improving customer support, Rep AI played a key role in increasing sales and boosting average order value. Margaret highlighted how the AI-powered concierge influenced purchasing decisions by providing instant product guidance and seamless navigation.

Rep AI also made a measurable impact on revenue:

■︎ 25% Higher Average Order Value (AOV): Orders placed through Rep AI averaged $94, a 25% increase from the site-wide AOV "that's much higher than our standard AOV, which is great for us.”

■︎ 15% Chat Conversion Rate: Customers interacting with Rep AI had a significantly higher conversion rate compared to the site-wide average.

■︎ 35% Abandoned Cart Recovery Conversion: With proactive engagement, Rep AI successfully converted 35% of approached customers who had abandoned their carts.

AI-Powered Success: Scaling Growth & Driving Revenue

For Create Wellness, Rep AI filled a critical gap in both customer support and sales enablement. By providing an intuitive, proactive AI concierge, the brand enhanced customer communication, recovered lost sales, and gained valuable insights - all while keeping operational overhead low. As Margaret put it, “Even if only 10% of the reported sales were truly incremental, we were still ROI-positiveת so the impact is clear.”

With Rep AI, Create Wellness now delivers a modern, seamless shopping experience that aligns with its brand’s commitment to customer satisfaction and growth.