How Underoutfit increased CVR by 315%

Case Study

Industry

Apparel

Platform

Shopify

Challenge

Many of Underoutfit’s customers weren't putting items into their carts for purchase. They had far too many unanswered questions regarding the material, fit, and support of the brand's bras and other products

Solution

Rep deployed its on-site AI-powered sales assistant to fill in for the lean, yet overwhelmed, team at Underoutfit.

Results

As a result of their partnership with Rep, Underoutfit saw a significant increase in the company's customer conversion rates. Through Rep's direct intervention, Underoutfit saw a sizable uplift of 8% in sales across the company's entire product lineup.

Underoutfit by the Numbers

315 %
Increase in conversion rate
7 %
Increase to average order value

CHALLENGE

Despite an initial surge in their overall business, the owners of Underoutfit soon experienced a significant disconnect where their e-commerce storefront was concerned. While the site did an excellent job of showcasing the company’s overall product lineup, product info was relatively lean. Each product page only contained basic, high-level information about each garment and accessory. Regardless of the site’s strong visual presentation, it lacked crucial information, especially sizing tools and product education. Online customers might be interested in the product, but they had no idea how a particular garment would fit their body style, given the lack of information.

The result? Despite significant time spent browsing on-site, customers weren’t putting items into their carts for purchase. They had far too many unanswered questions regarding the material, fit, and support of the brand’s bras and other products. Until Rep became involved, the team at Underoutift had no idea where the root cause of their drop-off stemmed from.

Empower your customers with conversational AI that converts

SOLUTION

Underoutfit had the products, the passion, and the vision to be a one-of-a-kind voice in the apparel industry. They had all the key elements: they were design professionals with a high level of creativity and technological know-how. At the core of their business, however, they were a two-person team trying to handle the break-neck pace of an e-commerce storefront. While their business model was designed for internal company efficiency, it neglected the need for direct customer service. As a result, Underoutfit was losing revenue from the add-on sales that make other e-commerce merchants thrive. To counteract the lack of a dedicated sales force, Rep deployed its on-site AI-powered sales assistant to fill in for the lean, yet overwhelmed, team at Underoutfit.
Through passion and verve, you can take an idea and make it fly. But to keep that idea soaring, you’ve got to provide adequate support. There are twenty-four hours in a day, and no matter how you approach the problem, the diminutive team at Underoutfit simply could not cover customer demand, especially given the fact that the e-commerce channel never sleeps. Through Rep’s intervention, they were able to cover the spread.

Rep’s AI-powered sales assistant gives e-commerce merchants access to a tireless associate who is capable of providing customer service and sales support around the clock. Unlike your flesh and blood employees, Rep’s AI-powered sales assistant never tires and is there when your customers need help the most. The chatbot can engage customers at their highest point of purchasing intent —before they abandon their cart and navigate away from your site.

RESULTS

In the case of Underoutfit, Rep’s AI-powered sales assistant was able to supplement the company’s physical employees while providing ongoing customer support. In addition to preventing customer churn, the chatbot could also engage in proactive sales techniques, taking cues from customer responses and learning on the fly. The chatbot analyzed customer interactions, purchase history, and an existing cart to build rapport with each site visitor. In turn, it made meaningful suggestions in terms of both add-on sales and upsells. At the heart of Underoutfit’s success? A wholly revamped customer experience.

As a result of their partnership with Rep, Underoutfit saw a significant increase in its customer conversion rates. In addition, through Rep’s direct intervention, Underoutfit saw a sizable uplift of 8% in sales across the company’s entire product lineup.

Customers crave service. For years, that’s been a hard and fast rule in the brick-and-mortar arena. The realm of e-commerce is no different. Customers require service around the clock. The customer experience is the foundation of any successful enterprise. Rep is proud to have helped their partner, Underoutfit, to overhaul their sales and customer service schema to better delight their customers while converting them into high-value relationships. After implementing Rep’s AI-powered sales assistant, Underoutfit found itself on equal footing with its existing competitors, able to provide more consistent service while moving products out the door. 2021 has thus far been a prosperous year for the company; 2022 shows no signs of Underoutfit slowing down.
Rep specializes in providing software-driven solutions to e-commerce merchants worldwide. For more information on our AI chatbot and its capabilities, or to review the full line of voice and AI solutions, don’t hesitate to get in touch with Rep today.