CASE STUDY

September 16, 2024

NYCMode: Streamlining the shopping experience in a sea of choices

Client:

NYC Mode

Industry:

Apparel & Accessories

Platform:

Shopify + Klaviyo

14%

AI-assisted conversion rate

91%

AI-assisted conversations

$8500

AI-assisted revenue

Challenge‍

Assisting customers in navigating a vast product range

Solution‍

Personalized Product Finder, tone of voice customization, and efficient query resolution

Results‍

A 13.98% CVR from AI conversations within a few weeks, translating to $8,543.10 in revenue, and 91.38% of customer questions tackled without needing live support.

Challenge

NYC Mode, a thriving apparel brand, offers an array of products but faced challenges in steering customers through their extensive product catalog. Rep AI not only guiding customers efficiently, but also learned the brand's urban style.

So Many Choices: NYC Mode’s assortment of products, like G-Shock watches, came with a challenge. Which one is right for me?

Solution

Conversational Product Finder‍

The Product Finder streamlines the shopping experience, helping customers find products that best fit their preferences faster.

Responsive & Effective‍

The AI answers both general and product-specific questions, ensuring that customers always find what they're looking for.

Voice of the Streets‍

NYC Mode’s AI Concierge isn’t just a guide—it speaks the language of the streets. By infusing it with a tone embodying urban streetwear sophistication, NYC Mode ensures conversations are trendy, relatable, and delightfully informal—just like their brand.

Building Loyalty Through Subscriptions‍

Beyond immediate sales, NYC Mode builds community. By gathering subscribers through its chatbot, the brand continues to strengthen its marketing and fosters deeper brand loyalty.

It's not just an AI tool. It's THE AI tool. It helps us with sales, collect money that is on the floor. Helping reducing customer service tickets. The automations are great. Rep's staff is superb, mega helpful. Thankful!

Results

From June 23 to August 6, NYC Mode got a healthy 13.98% conversion rate from conversations, getting $8,543.10 in AI-assisted revenue.

Even more, AI-assisted support handled a whopping 91.38% of customer inquiries without relying on human support.

You can discover a more curated shopping experience at NYC Mode here: https://nycmode.com/

Challenge‍

Assisting customers in navigating a vast product range

Solution‍

Personalized Product Finder, tone of voice customization, and efficient query resolution

Results‍

A 13.98% CVR from AI conversations within a few weeks, translating to $8,543.10 in revenue, and 91.38% of customer questions tackled without needing live support.

Challenge

Vush couldn’t keep up with the influx of pre-purchase questions from self-love newbies

While there’s no shame in the self-love game, Vush found that people had questions before dropping a hundred bucks on a sex toy. Nervous newcomers were keen to find out more about the brand’s products, like how they worked and what they were good for, which led to an influx of pre-purchase tickets that put a lot of pressure on the support team.

While the team was keen to help, it was impossible to answer every query in real-time. This killed the moment and shoppers lost their nerve, leading to a drop in conversions. What’s more, shoppers didn’t always feel comfortable reaching out to a live agent to discuss the intimate details of their bedroom antics, which left Vush looking for a delicate, on-demand solution.

The Solution

On-demand education and support for nervous, first-time buyers

Vush partnered with Rep AI to tackle both pre- and post-purchase questions with the goal of reducing the customer service team’s workload. Discrete education was top of the to-do list, and the brand used Rep to guide shoppers to relevant blog posts and research. With self-select options that include further reading on sexual wellness, customer care, reviews, and a product match quiz, shoppers are given the reassurance and confidence they need to make a purchase.

And, if the query requires a human touch, Rep’s integration with Gorgias seamlessly moves the conversation to a real agent for extra special care and attention. Vush has strategically customized its chatbot to deliver short answers and direct shoppers to relevant blog posts where they can explore more information about Vush’s mission and products. Perhaps the biggest draw is that Rep can identify shoppers who’ve shown an interest but are too shy to take the plunge.

“Implementing Rep has really helped us broach people when it looks like they’re exiting. We can put forward a couple of options and they have the choice to say hey, I’m a beginner, or I need some education, so we can help them embrace their journey and stay on site for longer until they feel comfortable enough to buy,”

says Fiona Scrymgeour, Marketing Director for Vush.

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NYCMode: Streamlining the shopping experience in a sea of choices

Case Study

Challenge‍

Assisting customers in navigating a vast product range

Solution‍

Personalized Product Finder, tone of voice customization, and efficient query resolution

Results‍

A 13.98% CVR from AI conversations within a few weeks, translating to $8,543.10 in revenue, and 91.38% of customer questions tackled without needing live support.

NYC Mode

by the Numbers

14%

AI-assisted conversion rate

91%

AI-assisted conversations

$8500

AI-assisted revenue

Challenge

So Many Choices: NYC Mode’s assortment of products, like G-Shock watches, came with a challenge. Which one is right for me?