CASE STUDY
February 4, 2024

How Pavoi grew sales by 11% with Rep

Client:
Pavoi
Industry:
Apparel & Accessories
Platform:
Shopify
360%
Conversion rate lift
11%
Increase in monthly sales

Summary

Challenge

Pavoi wanted to migrate their successful Jewelry business from Amazon.com to a Shopify D2C store. Their goal was to collect as much customer insight as possible, obtaining measurable and actionable data in the process.

Solution

Pavoi implemented Rep's AI-powered sales assistant to help reach customers at crucial, high-impact moments. The data that the AI-powered sales assistant obtained allowed the team at Pavoi to hone in on certain products that weren't selling, giving them insight as to why.

Results

Pavoi increased its customer engagement tenfold and also enjoyed a significant boost in its sales as a result of Rep's intervention.

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.

Industry:
Personal Products

Platform:
Shopify + Gorgias

Challenge:
Educate and reassure shoppers new to the self-love game.

Solution:
Answering in-the-moment questions and busting self-love myths to guide shoppers right the way through to the sale.

Results:
Increased conversions, more shopper confidence, and reduced pressure on the customer support team.

Summary

Challenge

Pavoi wanted to migrate their successful Jewelry business from Amazon.com to a Shopify D2C store. Their goal was to collect as much customer insight as possible, obtaining measurable and actionable data in the process.

Solution

Pavoi implemented Rep's AI-powered sales assistant to help reach customers at crucial, high-impact moments. The data that the AI-powered sales assistant obtained allowed the team at Pavoi to hone in on certain products that weren't selling, giving them insight as to why.

Results

Pavoi increased its customer engagement tenfold and also enjoyed a significant boost in its sales as a result of Rep's intervention.

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.

We get a lot of tickets coming through. Rep actually helped us get down to what it really is that each individual person needs. There's been a definite drop in customer support tickets.

Fiona Scrymgeour
Marketing Director for Vush.

Results

Increased conversions, fewer tickets, and satisfied customers

By automating common customer questions, Vush managed to reduce the workload of the support team and provide a better in-the-moment experience. Traffic to blog posts has shot up almost four times, and an increasing number of customers are satisfied with the experience, leading to a 10% increase in CVR. Implementing Rep has revealed a secondary benefit too.

The solution has not only increased sex toy sales, but it’s also educating new pleasure seekers and giving shoppers the confidence they need to buy extremely personal products—a win-win for Vush, whose ultimate mission is to break down the taboo of self-love talk.

Enhance your customers’ shopping experience with conversational AI

Shoppers deserve a better experience—so let's give it to them. Conversational Shopping is the future of commerce. Join us.

Rep AI - eCommerce AI chatbot that converts more and sells more | Product Hunt

How Pavoi grew sales by 11% with Rep

Case Study

Summary

Challenge

Pavoi wanted to migrate their successful Jewelry business from Amazon.com to a Shopify D2C store. Their goal was to collect as much customer insight as possible, obtaining measurable and actionable data in the process.

Solution

Pavoi implemented Rep's AI-powered sales assistant to help reach customers at crucial, high-impact moments. The data that the AI-powered sales assistant obtained allowed the team at Pavoi to hone in on certain products that weren't selling, giving them insight as to why.

Results

Pavoi increased its customer engagement tenfold and also enjoyed a significant boost in its sales as a result of Rep's intervention.

Pavoi

by the Numbers

360%
Conversion rate lift
11%
Increase in monthly sales

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.

Enhance your customers’ shopping experience with hyper-contextual and personalized conversational AI

Request a demo

Shoppers deserve a better experience—so let's give it to them. Conversational Shopping is the future of commerce. Join us.

Rep AI - eCommerce AI chatbot that converts more and sells more | Product Hunt