When K2, a leading provider of unique and high-quality auto styling components for car enthusiasts, faced a plateau in conversions and was drowning in repetitive customer support tickets, they knew they needed something to break through. With a large and growing catalog and a steady stream of new visitors, their team struggled to keep up - especially after hours, when shoppers were more likely to abandon their carts. We had the opportunity to speak with Max Karpanty, Business Owner, and Collin Matheny, Marketing Lead, about their journey with Rep AI.

The team was looking for a solution to help boost conversions and relieve some of the pressure from their overwhelmed support team. They liked the idea of using Rep AI to help increase conversions and assist shoppers when their live chat wasn’t available.

“We were really focused on how we could increase revenue, and we thought Rep AI would help us optimize our sales process—especially with abandoned carts, the trial was free, so we gave it a go, not really knowing what to expect.”

Seamless Onboarding and Immediate Impact

To their surprise, the onboarding was incredibly short and smooth. The integration didn’t require hours of setup, and quickly Rep AI had scraped the entire product catalog and was ready to engage with customers.

‍“We thought it would be a lot more complicated, but the setup was pretty quick and painless,” Collin said.

Once live, Rep AI immediately started engaging with shoppers. Customers who were once at risk of abandoning their carts were now receiving tailored, real-time assistance. The AI’s ability to respond to questions about products—especially around compatibility and fitment—was helping to ease the purchasing decision for many shoppers.

The Results: Beyond Expectations

Within the first month, the results were clear. K2 saw an impressive x10 higher conversion rate through the AI chat, particularly from recovered abandoned carts. Rep AI’s proactive approach was especially beneficial for high-ticket items, where shoppers often needed more information before making a purchase.

But it wasn’t just about conversions. The team also noticed a significant 80% reduction in support tickets, as Rep AI was able to answer common questions that previously flooded the support team.

‍“We didn’t expect Rep AI to handle so much of the workload, especially given how large and complex our store is and it's definitely converting higher than we ever thought. ”
Collin said.

The AI successfully handled inquiries related to product details, shipping times, and availability, giving their support team more bandwidth to handle the more complex requests.

Additionally, K2’s average order value (AOV) saw an average 15% increase, as more customers made purchases with the help of AI-driven product recommendations and guidance.

“I would say that the major AOV increase is because of the higher-ticket products. These products are sometimes more complicated, and people are asking more questions. It makes sense that more of those shoppers end up talking to the chat and get answers to all the questions they have, and they’re able to close the sale,” Max explained.

Looking Ahead

As the initial results exceeded expectations, K2 is excited to continue optimizing their use of Rep AI. “We’re planning to dive deeper into upsells and product bundling, which I think will make a big impact on our revenue,” Collin shared. They’re also focusing on improving how Rep AI interacts with returning customers, as the initial data suggested that this segment showed lower conversion rates.

Summing Up

“Our experience with Rep AI has been really positive. We’re seeing better conversion rates, reduced support tickets, and more engaged customers,” Collin said. “It’s definitely exceeded our expectations, and we’re looking forward to optimizing it further as we continue to scale.”

For K2, Rep AI has become an indispensable tool in both sales and support. What started as a simple trial to optimize conversions turned into a full-scale solution that not only increased revenue but also improved customer service efficiency. As K2 looks to the future, Rep AI will continue to play a key role in their growth strategy.

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