In this episode of Add To Cart, we are joined by Shauli Mizrahi, CTO & Co-Founder at Rep AI – the first AI-powered shop assistant for e-commerce websites to increase sales and enhance customer experience. Fully integrated with product feeds and third party app, Rep AI won’t just answer your questions, but guide customers on a discovery process – and even let them check out from within the chat. The Rep AI team has just set up in Australia and Shauli has invited an Australian Rep AI client along to share how they use the tool… to sell sexual wellness. They are always my favourite episodes – don’t judge me. Fiona Scrymgeour is the General Manager of Marketing at Vush – a sexual wellness brand working to change the conversation around some of the most natural things in the world; pleasure, bodies, and self love. Seems like the kind of conversation that is made for chatbots right? Fiona shares with us some of the most common customer service issues that Vush experience and all the ways that Rep AI have been able to add value that she hasn’t seen in other chat solutions. If you are keen to explore what Rep AI can do to take your online chat to the next level – you can visit their site at hellorep.ai
“Most chatbots are not focused on eCommerce and not focused on selling to customers at all and that’s what we’re changing”Shauli Mizrahi, Co founder & CTO, Rep AI
Buy into self love
(Fiona) “Vush is really exciting brand. We are all about normalizing self-love. Our product is sex toys. It’s a product that people don’t talk about. It’s really hard to talk about. We help people who are normal, people who are beginners or they’re novices. They’re new to the self-love game. They have had basically no sex education at all. And so we’re all about making self-love, and sex toys as part of that, accessible.
I think by implementing Rep AI, it’s really helped us broach people when it looks like they’re exiting. We can put forward a couple of options to them. And people have the choice to actually say, hey, I’m a beginner, or I need some education so we can sort of drive them down different angles to help them embrace that journey and stay on site for longer, and then hopefully get onto a product page and feel comfortable enough to buy.”
A chatbot with a difference
(Shauli) “So most chatbots are not focused on e-commerce and not focused on selling to customers at all. And that’s what we’re basically changing. The idea is that what we want to do is to mimic the role of a sales associate in brick and mortar and bring it to life and make it as smart as possible. We connect to your e-commerce catalogue and pull all the information about your products, about your customers, and also monitor the behaviour of customers on the website to try to understand when they’re facing problems and when is the best time to approach them.
And when we do approach them, we approach them with the right context to try to really help them out. During the conversation, they don’t even have to mention the product. They can just say, Is this any good? And we know exactly what they’re referring to. Just like a shop assistant in a brick and mortar store where you point to a pair of jeans or shoes and say, hey, is this good for running? And the shopper system will know exactly what you’re referring to and can answer the question immediately.”
Conversion uplift and customer tickets reduction
(Fiona) “For me the motivation was conversion, that’s why I approached, investigated, and decided to put this in place and it’s definitely impacted conversion. We are early days, but there has been a lift, which is fantastic.
It’s also had a secondary benefit, which is helping to streamline customer service tickets. We obviously use a customer service e-commerce platform, and we get a lot of tickets coming through, and it’s actually helped get down to, what really is it that this person needs? And it’s helped resolve any potential customer service tickets that come through. So there has been a drop in tickets, definitely.”
Questions answered in this episode include…
- How does Rep differ from a conventional chatbot?
- How do you create a product that services clients across a range of categories?
- How do retailers measure success with Rep?
Links from the episode: