Challenge

To say that Pavoi has experienced unprecedented success on a level that few lean businesses could ever dream of is somewhat of an understatement. Using Amazon’s powerful toolset, they’ve been able to ship superior-grade budget jewelry all over the globe. So why pivot to Shopify now?

A successful company can leverage the right combination of high-quality products, exceptional value, and outstanding customer service. Clearly, Pavoi leans into the first two items: quality, sustainable jewelry at an affordable price point.

Using Amazon as their exclusive sales channel, however, the founders felt their customer service was lacking. Although the team reports more than 50,000 positive reviews via their Amazon page, the team just didn’t feel that they were building solid customer relationships given their existing format. Their hope going forward was to engage in deeper customer relationships to help foster repeat business.

Up until 2021, the founders coasted along on the strength of existing sales. There was an element of luck involved in that strategy, however. In their Amazon-only configuration, the duo was essentially flying blind without a solid idea of what products customers wanted to see, and what type of advertising message worked best.

To that effect, Pavoi set up their new D2C storefront, powered by Shopify, to elicit direct feedback from their customers. Their goal was to collect as much customer insight as possible, obtaining measurable and actionable data in the process.

“With our online store we wanted to interact with clients one-on-one, we wanted to have personal relationships with our clients the same way that a brick-and-mortar store would have. Rep made it as easy as messaging a friend and we increased sales and improved the customer experience on the website”

– Tal M. Founder

Solution

To help build better relationships with their customers, the team at Pavoi hired Rep. They needed to connect to their customers in a deeper, more meaningful way. At the same time, they also needed to get actionable data from those interactions. To that effect, they implemented Rep’s AI-powered sales concierge to help reach customers at crucial, high-impact moments.

Rep is capable of meeting customers wherever they are on their path to purchase. It helps target customers who have disengaged from the website brings them back in with a simple chat. Through the use of AI, Pavoi gained 24/7 customer service that guides shoppers and leads them through the sales process.

The data that their AI obtained allowed the team at Pavoi to hone in on certain products that weren’t selling. It also enabled them to carry out A/B testing on their marketing efforts to help craft better, more attractive messaging. Through the use of Rep’s AI, they gained all the tools necessary to leverage their Amazon success to the Shopify arena.

Results

Pavoi successfully grew their Shopify storefront.

In terms of raw numbers, Pavoi experienced 10 times the engagement on their own Shopify store than they did using previous channels and solutions. The customer service element they previously thought was lacking became the centerpiece of their brand. Deep customer relationships mean increased engagement over time, which in turn generates repeat purchases.

Not only did Pavoi increase customer engagement tenfold, but it also enjoyed a significant boost in sales as a result. They also got an 11% lift in sales. Not bad.