Case Study: VIBAe scales customer support across 150+ countries with Rep AI

VIBAe scales customer support across 150+ countries with Rep AI and 97% resolution rate

VIBAe, an apparel and accessories brand, faced a significant challenge scaling its customer support while operating in over 150 countries with a team of fewer than 10 people. The company needed to handle a constant stream of detailed pre- and post-purchase questions about product sizing and materials without compromising its lean operational structure or the customer experience. To address this, they turned to the vendor Rep AI for an intelligent solution.

The solution from Rep AI was implemented as a frontline layer across the entire customer journey. It instantly answered common questions, proactively guided customers on sizing to prevent returns, and provided 24/7 support across all time zones. The results for VIBAe were impressive: Rep AI achieved a 97% conversation resolution rate and a customer satisfaction score of over 99%, while also driving a conversation conversion rate above 10% and influencing millions in revenue, allowing the small team to focus on more complex issues.

VIBAe