Scrub Pro, a trusted retailer specializing in medical uniforms, has been a staple for healthcare professionals for years. With a strong brick-and-mortar presence and a growing eCommerce business, Scrub Pro has always been focused on providing exceptional customer experiences. But as their online business scaled, challenges began to emerge.

Despite generating over $1 million in annual sales from their online store, Scrub Pro’s eCommerce operations relies on a lean customer service team. The team faced an overwhelming volume of repetitive inquiries—questions about return policies, product availability, and other simple yet time-consuming queries. The challenge wasn’t just about workload; it was about meeting customer expectations in an increasingly competitive market.

Donna Mai Lavatai York, the company’s eCommerce Manager, knew they needed to innovate. That’s when Rep AI entered the picture.

A Bold Move Toward AI

Donna didn’t set out looking for a chatbot. In fact, adding chat functionality wasn’t even on her radar—until her marketing consultant, Christine, pointed out an opportunity. “None of our competitors have a chat,” Christine said. “It’s a chance to stand out.” For Donna, it wasn’t just about being different. It was about solving real hurdles.

Hiring additional staff to handle support inquiries would have been costly, with payroll taxes, insurance, and training expenses adding up. Rep AI offered a solution that was scalable, efficient, and affordable. More importantly, it promised to do more than just answer questions—it could enhance the overall customer experience.

Donna decided to take a chance on Rep AI. “AI’s all the rage now,” she thought. “Let’s give it a try.”

From Seamless Support to UX Optimization

“And the results from the start were pretty good,” says Donna, as Scrub Pro saw a dramatic drop in repetitive email inquiries. Questions about return policies, product sizes, and basic navigation were now being handled effortlessly by the AI chatbot, which managed 96% of web support inquiries directly in the chat. This freed Donna’s customer service team to focus on more complex issues, making their jobs less stressful and more impactful.

But the impact didn’t stop there. Rep AI didn’t just answer questions—it provided data. By tracking customer inquiries, the AI Concierge revealed areas where Scrub Pro could improve their website. Why weren’t customers finding the return policy on their own? Was the information too hidden? "That's a game changer. Because if our customers ask for something and we don't have it, we can offer a recommendation" Donna notes. These insights helped Donna and her team rethink the user experience, making the website easier to navigate and more customer-friendly.

“It kind of opened my mind to the UX side of things, which is very important to me,” Donna said. “It helps me figure out how we can make the experience better for our shoppers.”

Driving Sales and Staying Ahead

While reducing support tickets was the primary goal, Donna soon discovered that Rep AI was also driving sales. The chatbot’s ability to proactively assist customers led to an assisted sales rate of 4.2%—double the industry average for professional apparel eCommerce. For Donna, this was an unexpected bonus.

“I think about how much we spend on it, and if we’re making money, then that’s a bonus in my eyes,” she said. “It cuts back on my customer service team’s headaches and makes shopping more efficient for our customers.”

The competitive edge didn’t hurt either. “None of our competitors have this,” Donna pointed out. “We’re already ahead of the game.”

“It cuts back on my customer service team’s headaches and makes shopping more efficient for our customers.” - Donna Mai Lavatai York, eCommerce Manager, Scrub Pro

An Admin That Just Works

One of the standout features of Rep AI for Donna was its intuitive admin interface. Unlike other chat solutions she’d tried, Rep AI’s dashboard was easy to navigate, with clear workflows and minimal complexity.

“The admin is so user-friendly,” Donna shared. “With other tools, I felt like I needed to be a rocket scientist to figure it out. Rep AI’s setup was straightforward—it didn’t overwhelm me with too many panels or links. I could get everything running in no time.”

This simplicity allowed Donna and her team to manage and optimize the chatbot without requiring extensive training or technical expertise. “I can’t stress enough how important it is to have an admin interface that works the way you need it to,” she said. “Don’t change it—it’s perfect as it is.”

A Partnership Built on Listening

For Donna, the true differentiator wasn’t just the technology—it was the partnership. Rep AI’s team worked closely with Scrub Pro to customize the AI chat and address their needs. Whether it was tweaking the interface to take up less space on mobile or providing detailed analytics, Rep AI’s team made it happen.

“They listened to our feedback and implemented changes quickly,” Donna said. “It’s hard to find that level of support. We’re getting exactly what we want.”

Looking Ahead

As Donna looks to the future, she’s excited about the possibilities. With plans to expand Scrub Pro’s product bundles and leverage Rep AI’s insights for personalized recommendations, she sees the chatbot as an integral part of their growth strategy.

“My goal for next year is to make every customer feel special,” Donna said. “Whether it’s offering product suggestions based on purchase history or using analytics to add the products our customers are asking for, I know Rep AI will help us get there.”

Donna added “When I was a store manager, I had repeat customers that I could greet and assist because I knew their style and needs. It really makes for a personal shopping experience.  That's what I hope to replicate with Rep.”

The Verdict

For Scrub Pro, Rep AI has been more than a chatbot—it’s been a game changer. By reducing the burden on their support team, providing actionable insights, and driving sales, Rep AI has helped Scrub Pro not only keep up with the competition but leave it behind.

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