Challenge

Vibhuti Vazirani, founder of Zavi, has made Zavi an important name in the fast fashion industry. Zavi is a brand with a vision that’s hard to ignore. And while interest in the brand has remained high, sales via their website didn’t adequately reflect their growing popularity.

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Zavi’s vision is eye-catching, especially in today’s climate of responsible consumerism. But attracting customers and converting customers are two very different things. From the company’s earliest days, traffic to their eCommerce storefront was steady. There was a problem—customers would come to Zavi’s landing page, but that was as far as they would make it. More often than not, they’d drop off the site before browsing further. Why?

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The founder thought she covered all her bases. She hired a small team of live customer service reps who could help engage customers using suggestive selling techniques to recommend products. Demand was high, as she soon learned. Sky-high. The sales team were quickly getting overwhelmed by a constant stream of questions regarding Zavi’s unique, signature products. It was impossible to handle all customer inquiries. Then she found Rep.

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“As a small business, Rep has alleviated our need to monitor general customer inquiries on the site, allowing us to maximize team efficiency and the customer shopping experience while collecting data to further improve UX.

Rep’s chatbot solution is completely customizable to address our product offering, customer behavior, and FAQs with language that matches our brand identity.

Since implementing, we’ve seen an increase in checkout conversion with visitors who interact with the on-site solution and continue to improve triggers and flows based on data gathered. It’s a great tool for any small business looking for a simple customer service solution”

– Taylor Borde E-commerce manager

Solution

Rep specializes in AI solutions for eCommerce. To help Zavi’s founder, and the staff at Zavi, we deployed our onsite AI-powered sales concierge to help them better engage the deluge of customer requests.

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Rep was designed to engage with customers before they drop off an eCommerce site altogether. The AI-powered concierge is built on AI that progressively learns customer speech patterns, anticipating their requests, and responding with relevant information.

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The AI chatbot is the perfect complement to live customer service agents. It provides a tireless representative that can field multiple customer inquiries simultaneously and around the clock. With AI power behind you, you don’t have to worry about customers leaving your storefront unsatisfied.

Results

Through Rep’s intervention, Zavi's site improved right away. Their eCommerce business began to live up to the hype the brand had generated. With the use of the AI-powered chatbot, Zavi was able to engage their customers in real-time, answer questions, route customers to relevant suggestions, and engage in active selling around the clock.

As a result, Zavi saw a staggering 10 times more engagement with their eCommerce site than they did using live customer service assistants. People were still attracted by the brand’s messaging, but now they were engaged, exploring the products and browsing the site in depth. In addition, Zavi quickly saw a boost to their sales—an 11% uplift in overall sales.