Challenge

When Jack and Angela Lin approached the team at Rep, their online storefront was finding it hard to keep pace with their brick-and-mortar storefronts. For years the duo had embraced the pop-up storefront as the cornerstone of their business model. Using a short-term rental space, They New York was able to generate a sense of excitement, novelty, and urgency amongst their in-person shoppers. This flash-style format allowed them to launch temporary storefronts in novel locations across the city. Their business model was met with both critical and commercial success.

The key factor behind the success of their brick-and-mortar locations? Connection with customers. The founding partners—and the sales reps they employed—were able to leverage the brand’s unique story, the family’s rich history in the shoe manufacturing space, and Jack and Angela’s personal tastes and love of eclectic styling to proactively sell their products to in-person shoppers. The problem wasn’t with their brick-and-mortar operations; it was their online store.

They New York enjoyed a high conversion rate in their pop-up stores. Customers bought products and left happy. They found it hard to achieve a similar conversion rate through its eCommerce efforts.

As a secondary issue, the duo was also having trouble liquidating their back stock to make room for new products. Their issues with online conversions had snowballed, forming an inventory backlog.

“We found it hard to have a good conversion rate, anything remotely similar to what we had at our pop-up stores. Our brand, They New York, had phenomenal results when it came to in-person sales, but our online presence was lacking. We just didn’t have enough eyes on the prize. Implementing Rep helped us change all that. We were able to build a bridge to our customers when it mattered most. The chatbot helped us effectively relate our story—and gain loyal customers!”

‍– Daniel OjalvoVP E-Commerce

Solution

The story behind the company’s history, inception, and aesthetic styling is a compelling one. They New York viewed every customer that would visit their pop-up locations as a chance for personal interaction. In turn, that level of engagement led to an uptick in sales. By relating and engaging, Jack and Angela were able to convert window shoppers into loyal, paying customers. They needed a similar tactic for their eCommerce storefront. The solution? Rep’s on-site AI sales concierge.

Rep learns from customer behavior over time. As a result, it can sense when shoppers become disengaged and are likely to leave without making a purchase. That's when Rep’s is most effective. It approaches  at-risk customers, answers questions about the product, suggests other products that fit the customer preferences, and resolves any concerns they might have.

Rep acts as both customer service and sales, helping you and your company close the deal with increased regularity. Rep blends seamlessly with They New York’s existing tech stack. In the end, their sales results speak for themselves.

Results

Having a tireless representative on hand to field questions and concerns produced a tangible effect for They. The AI was able to prevent customers from abandoning the storefront and dramatically increased conversion rates so that it was almost on par with their brick and mortar pop-up locations.