Challenge

Rapid growth is never an easy prospect even for the most nimble and well-equipped startups. The bigger your business, the more expenses you’ll inevitably incur. When Uprising Foods approached the team at Rep, they were looking to optimize their business model, making their online sales profile leaner and more efficient and their profits more sustainable.

Uprising Foods is built on a subscription-based pricing model. The company offers a full line of chips and bread cubes delivered directly to your doorstep on a bi-weekly or monthly basis. The Happy Belly Bundle, a six-cube, gluten-free, and keto-friendly bread, is among their most popular products. The Happy Belly Bundle retails at $72 for a single, one-time purchase, or $68 with a subscription.

Customers have the option of selecting anywhere from a 2 week to a 26-week delivery interval. That is the strength of the Uprising brand: healthy food delivered under a highly customizable subscription plan.

One of the company’s primary concerns was the number of support tickets its website was generating. The bulk of those support tickets consisted of requests to either pause or stop subscription billing. Processing these requests was both a drain on the staff’s time and resources. Uprising Foods enlisted Rep’s help to reduce the sheer amount of trouble tickets without employing additional staff to process the requests. Their ultimate goal was to improve the company’s bottom line.

Rep has taken on a great challenge with attempting to replace other chat bots and even live agents in some respects across eCommerce businesses. In the short time that it has been implemented on our site, we have seen conversion rate lifts at some critical junctions during a customer’s experience on site. The ability for Rep to handle key customer inquiries also has cut down on the amount of daily tickets our support agents have to handle answering the same questions over and over. What is especially impressive about Rep is also their team. They are highly attentive to listening to our needs and are driven to deliver the best possible experience for both brands and consumers.

– Zachary FrankeHead of eCommerce

Solution

Rep’s powerful AI is built to detect customer frustration and intervene before they abandon their cart and ultimately leave the site. Even the customers that choose not to purchase products from Uprising Food provide added value to the company’s bottom line. The AI can gather actionable data and metrics from shopper behavior—even those who’ve abandoned an order in progress—to drive future success and marketing.

Results

To recap, Uprising Foods came to Rep with three primary concerns:

• Reduce their number of incoming support tickets
• Eliminate or reduce the need to hire additional customer service staff
• Improve the company’s overall profitability

Uprising Food saw a meaningful and immediate improvement where their company’s overall performance was concerned.

Uprising Foods saw a significant reduction regarding their incoming trouble tickets. The AI chatbot was able to provide support to shoppers when they needed it the most, answering simple questions on time before they become bigger issues.

Rep helped bolster and strengthen key customer relationships at the top of Uprising’s funnel.

As a result, Uprising Food was able to increase its customer conversion rate from 3% on average to over 5%. This seemingly simple boost in sales had a profound effect on the business as a whole, increasing the company’s profitability in the process. The extra customer service efforts provided by Rep left the company with a stronger foundation upon which to base its future business decisions and marketing.