Challenge: Non-decision Contacts (NDCs) and Abandoned Carts

The team at Snow faced a two-fold challenge. First, they were grappling with what they termed "Non-Decision Contacts" (NDCs). These are customer support queries that don't require decision-making from agents but simply involve relaying information—like "Where's my order?" or "What's your return policy?" The team wanted to handle these NDCs more efficiently without compromising on customer experience.

Second, they had a significant number of abandoned carts—potential sales that were slipping through the cracks because they couldn't identify or reach these customers. They mostly turned to Rep to handle those NDCs, but they didn't expect the AI to drive more sales.

Solution: A Dual Approach with Rep AI

Efficiently Handling NDCs

Snow Cosmetics employed Rep AI to automate responses to NDCs. The aim was to provide consistent and immediate answers, thereby freeing up human agents to tackle more complex issues.

Reaching Abandoned Carts through IP Address Identification

The implementation of IP address targeting, enabled Snow to identify customers who had abandoned their carts without entering any contact information. Using IP data, they could then follow up with these potential buyers, a strategy they never used before.

30-Day Money Back Guarantee Reminder

Snow also implemented a "30-day money-back guarantee" reminder message through Rep on their product pages. This simple action instilled more buyer confidence, and led to a 22% conversion rate on product pages alone.

Better Service = More Sales

Snow's Success team didn't just see Rep as a service tool; they considered its sales potential as well. This nuanced approach allowed them to present Rep's full-journey capabilities to their executive team—something that could provide amazing support AND drive sales.

"Rep AI has allowed us to redefine what customer support can be. It's not just about answering questions; it's about actively contributing to the bottom line. We've turned customer service from a cost center into a revenue center, and that's a game-changer."
- Thomas McCray, Director of Customer Success

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Results: A Revenue-Generating Full-Service Concierge

Rep's Quantifiable Impact

• 33.85% conversion rate from abandoned cart flow, generating over $220,000 in sales
• 22% conversion rate for product pages, resulting in over $119,000 in sales
• 98.34% of support questions handled by the AI, efficiently handling those NDCs

And all this within a 60 day time window.

Bottom Line

The AI-driven approach allowed Snow to shift the perception of their customer service & success teams from being a cost center to a revenue-generating goldmine. Rep changed how they approached customer service and sales, making it a win-win for both the company and its customers.

Discover more at Snow Cosmetics: https://www.trysnow.com/