A Company on a Mission

For Nutrabio Labs, excellence is not just a goal—it’s their brand. With over 400 premium supplements in their catalog, they pride themselves on offering products that support every stage of their customers’ health journeys.

But with so many options, challenges rise. "Because we are a supplement brand where we have over 400 supplements, it can get very confusing for new customers or people that haven’t been to our website in a while." said Jonathan Akcay, Nutrabio’s Digital Marketing Manager. 

As an online-first company, Nutrabio couldn’t rely on in-store associates to guide shoppers. Their customer support team bore the brunt of inquiries, working tirelessly to provide answers, but Jon and his colleagues knew they needed a better solution—one that could scale without sacrificing the personal touch their customers valued.

Discovering Rep AI

When Nutrabio began researching solutions, they realized they needed more than just a chatbot. Most tools they came across offered basic, surface-level responses, but they wanted something transformative—something that could act as both a sales assistant and a support agent.

That’s when they discovered Rep AI. “We were just really impressed with the capabilities that Rep AI was showing. We are a supplement company, so we started to brainstorm as to how we could utilize a powerful tool like Rep AI to not just answer basic questions that other websites offer”.

Rep AI’s behavioral AI impressed the team, offering the ability to proactively engage shoppers who might otherwise leave without buying. 

“To have something almost like a customer care agent but also like walking into a Vitamin Shoppe or a GNC store where you can talk to someone who answers questions about supplements, that was honestly something that really stuck out to us.”

Its robust support capabilities meant that repetitive queries like login issues and order tracking could be handled seamlessly. 

“being able to help the customer make a more informed decision or educate them about something they would have otherwise had to reach out to customer service or do their own research on.”

What really sealed the deal, though, was how adaptable Rep AI was for the supplement industry. With its ability to guide customers through Nutrabio’s extensive catalog and recommend complementary products, it promised to create an experience that was more personal, more helpful, and more impactful than anything they’d seen before.

Turning Challenges into Opportunities

The results were almost immediate. Rep AI transformed Nutrabio’s eCommerce experience in several key ways.

For one, support was simplified. Repetitive inquiries—like customers needing help tracking their orders or resetting passwords—were no longer a burden on the support team. Rep AI took these tasks off their plate, allowing the team to focus on more complex issues. 

Even better, it provided actionable insights. By analyzing unanswered questions, Rep AI revealed patterns that helped Nutrabio make real improvements. For instance, when many customers reported login issues, Nutrabio discovered that their password reset emails were landing in spam folders. Thanks to Rep AI, they were able to identify and fix the issue and drastically reduce those inquiries.

Assisting Shoppers While Increasing AOV

At the same time, Rep AI became a trusted shopping assistant for customers. It wasn’t just answering questions; it was guiding shoppers. Customers could ask about the benefits of a particular supplement, how it worked with other products, or even which items suited their goals. 

In many cases, Rep AI recommended combinations of products across Nutrabio’s three brands—an insight that drove larger orders value and higher customer satisfaction.

The numbers told the story. Chat-assisted purchases are consistently higher by 9%-10% compared to the site-wide AOV, driven directly by Rep AI’s ability to engage customers at the right moment and guide them toward informed decisions.

Elevating the Holiday Shopping Experience

Rep AI’s impact was particularly noticeable during big sales events like Black Friday, memorial day and others throughout the year. Nutrabio worked with the Rep AI team to create a customized experience for shoppers “When customers visit during a sale, there’s an intro message that welcomes them, highlights the sale, and guides them through product options” Notes Jon ”We’ve done this for every major holiday, and it’s always successful.”

A Partnership That Keeps Growing

As Nutrabio continues to grow, they see endless potential with Rep AI. Jon and his team are constantly optimizing its capabilities, adding new FAQs for product launches and exploring its latest features, like handling returns and cancellations.

“Every time Rep AI rolls out an update, it feels like we’re unlocking new potential,” Jon shared. “It’s exciting to think about where this partnership can go.”

Beyond these updates, Rep AI has also helped Nutrabio strengthen connections between their three brands by recommending complementary products. This has not only improved sales but also enhanced the overall customer experience.

The Results Speak for Themselves

Rep AI has proven to be more than just a tool for Nutrabio—it’s become an integral part of their strategy. Customers rely on it for guidance, support teams enjoy the relief it provides, and the company’s sales metrics show clear improvements.

“Rep AI does a great job of increasing rescued sales. I monitor the conversations and see how people interact with the chatbot, asking all different supplement questions that lead to purchases.”

Looking Ahead

As they plan for the future, Nutrabio is confident that Rep AI will continue to play a key role in their success. From leveraging new features to building on their holiday campaigns, the possibilities are endless.

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