Reduced Melted Chocolate Refunds by 40%

The Conscious Bar, a premium vegan chocolate brand sweetened gently with organic dates, has become a favorite among health-conscious consumers. Known for its rich taste and commitment to high-quality ingredients, The Conscious Bar faced a challenge common to any premium product—ensuring that their chocolates arrived in perfect condition, especially during warmer months.

Challenges

One of the main pain points for The Conscious Bar was the frequent issue of melted chocolates during delivery, leading to a significant number of refund requests. Additionally, they wanted to enhance their post-purchase experience by encouraging customers to sign up for SMS notifications, rate the product, and review their experience. Reducing the number of refunds while maintaining customer satisfaction was a key objective.

"We were amazed at how quickly our melted chocolate refunds dropped. The AI system’s proactive delivery updates and seamless SMS integration improved our customer experience in ways we hadn’t expected."

Solution

The Conscious Bar implemented our AI-driven customer support system to proactively address delivery challenges. By integrating AI agents across multiple channels, including email, WhatsApp, SMS (via Attentive), webchat, and Instagram, we were able to streamline communication and improve the customer experience.

We leveraged location insights to provide customers with real-time notifications about their delivery times, ensuring chocolates weren’t left outside for extended periods. The AI agents also actively encouraged customers to sign up for SMS alerts, helping them stay informed about their order’s journey. Finally, the agents nudged customers to leave reviews on platforms like Judge.me, increasing engagement post-purchase.

Results

• 40% Reduction in Melted Chocolate Refunds
  Optimized delivery notifications and real-time ETAs reduced the amount of time chocolates were left outdoors, significantly decreasing the number of refunds related to melted bars.

• Proactive Reduction in Outdoor Waiting Time:
  The AI-driven system provided timely delivery updates, allowing customers to be more prepared for their packages, reducing the risk of heat damage.

• Enhanced Customer Engagement:
  Through SMS sign-ups, customers received real-time updates on delivery status, resulting in a smoother, more engaging shopping experience. Post-delivery prompts for reviews further boosted customer interaction.
  

By leveraging AI and smart integrations, The Conscious Bar not only reduced refunds but also enhanced the overall customer journey, turning a common issue into an opportunity for improvement and engagement.

Key Integrations:
Shopify, DHL, Yotpo, Attentive, Trustpilot, Intercom, Seal Subscription