Case Study: Puur Smile boosts conversions and cuts support tickets with Rep AI

Puur Smile turns chat into revenue with Rep AI, achieving 47% conversion

Puur Smile, an oral care brand, was facing operational bottlenecks due to an overwhelming volume of repetitive customer support questions. Their static FAQs were ineffective as customers asked the same questions in different ways, leading to a high number of support tickets and phone calls. To address this, they worked with their CX partner, Versus Consulting Group, to implement the REP AI chat solution.

The implementation of REP AI successfully eliminated 99% of product-related support tickets by providing accurate, natural-feeling conversations. The solution evolved from a support tool into a significant revenue driver, with a 47% conversion rate on chat interactions and influencing 6% of total orders. REP AI also successfully answered 98.95% of customer questions, allowing the support team to focus on more complex and personalized customer guidance.

Puur Smile