Case overview
Tessa is a growing e-commerce business specializing in [Type of Products, e.g., handmade artisanal crafts]. While they had good website traffic, they struggled to convert visitors into paying customers, suspecting many left due to unanswered questions or difficulty finding specific items.
Involvement
- Branding & Design System
- Brand Strategy
- Web Design
- Web Development
- WordPress
The Brief
Their small customer service team couldn’t handle inquiries 24/7. Website analytics showed high bounce rates on key product pages and frequent use of the generic search bar with limited success. They were missing out on valuable leads, especially outside business hours, and needed a way to proactively engage visitors and guide them towards purchase.
Our Approach
We implemented our AI Website Concierge Avatar on “[Fictional SMB Name]’s” homepage and main product category pages. The avatar was customized with:
- A friendly, helpful personality aligned with their brand.
- A knowledge base covering their product catalog, shipping details, return policy, and common FAQs.
- Scenarios designed to proactively greet visitors, ask qualifying questions (e.g., “What kind of craft are you looking for today?”), guide them to relevant products, and prompt them to sign up for a newsletter or contact sales for custom orders.
- Integration with their contact form for seamless lead captur
Boost Engagement
Provide 24/7 Support
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The Results
Within three months of launching the AI Concierge Avatar:
- Lead Generation: Captured 35% more qualified leads through direct interaction compared to the previous period’s contact form submissions alone.
- Bounce Rate: Reduced bounce rate on key landing pages by [Specific Metric, e.g., 15%].
- User Engagement: Average time on site increased, and analytics showed users interacting with the avatar to successfully navigate to desired products.
- Customer Feedback: Received positive comments about the helpfulness and instant availability of the “website helper.”
- Session recordings highlighted popular questions, allowing “[Fictional SMB Name]” to further refine their product descriptions and avatar knowledge base.
The AI avatar has been a game-changer for us. It’s like having an extra salesperson working 24/7, guiding our customers and making sure we don’t miss opportunities. The increase in leads speaks for itself
