How Apipet boosted its revenue thanks to Coco’s AI

Apipet is a Croatian brand and online store dedicated to improving pet health and well-being by offering natural, honey-based products. Their range is specifically designed to meet the needs of dogs and cats, positioning Apipet as a key player in the natural pet care market.

However, like many e-commerce brands, Apipet faced major challenges in customer engagement, recovering abandoned carts, and optimizing online conversions.

E-commerce is a highly responsive domain where user experience is paramount. The inability to interact quickly with customers often leads to significant loss of sales, especially if they have unresolved questions or doubts. Apipet needed a solution to optimize their sales processes and improve real-time customer interactions.

The Challenge: Boosting Sales While Reducing Cart Abandonment

Despite offering high-quality products and having a well-defined target audience, Apipet encountered difficulties in several critical areas:

• High Cart Abandonment Rate: Visitors added products to their cart but left the site before completing their purchase.
• Limited Visitor Interaction: Potential customers had unanswered questions, slowing down their decision-making process.
• Conversion Rate Optimization: Turning visitors into active buyers was a constant challenge.

To address these issues, Apipet needed an automated solution that could not only reduce cart abandonment but also optimize real-time customer engagement while increasing revenue.

Customer Challenges with Natural Products

In addition to e-commerce challenges, Apipet faced several product-related concerns:

1. Lack of Knowledge on Propolis Benefits for Pets: Propolis is known for its therapeutic properties in humans, but many pet owners are unaware of its benefits for dogs and cats. This lack of information made potential customers hesitant to try natural solutions for their pets. Educating the audience on the unique properties of propolis is essential for Apipet.
2. Hesitation to Use Natural Products on Pets: Some consumers prefer traditional veterinary products over natural solutions, fearing the latter might not be as effective. Apipet needs to build trust by showcasing the quality and effectiveness of their products through studies and testimonials.
3. Personalized Recommendations for Pets: Pet needs vary significantly based on factors like breed, age, weight, health conditions, and specific issues like allergies or chronic inflammation. Apipet must provide tailored recommendations to help owners choose the right product, making the decision process smoother and more confident.

The Solution: Integrating Coco, the Conversational AI

To solve these challenges, Apipet integrated Coco, a conversational AI designed to automate customer interactions and adapt to visitor behavior in real time. Coco transformed the customer experience by leveraging three key features:

1. User-Initiated Chat: This feature allows customers to get immediate answers to their questions, offering proactive assistance and boosting conversion rates.
2. Cart Recovery: Coco identifies customers who have abandoned their carts and sends strategic reminders to encourage them to complete their purchase, significantly reducing cart abandonment.
3. Icebreaker: Coco engages visitors as soon as they land on the site, improving user experience and encouraging them to explore more, thus increasing conversion opportunities.

Results: Tangible Impact

Within just 30 days of integrating Coco, Apipet saw impressive results:

• 244X ROI for user-initiated chats
• 67X ROI for cart recovery
• 9X ROI for Icebreaker, contributing to additional sales

This AI-driven approach not only increased revenue but also created a more interactive and personalized customer experience.

Performance Analysis

• Improved Customer Engagement: The user-initiated chat allowed Apipet to connect with customers instantly. Quick responses to common queries eliminated hesitation and accelerated purchasing decisions.
• Reduced Cart Abandonment: The cart recovery feature reminded customers about their pending purchases, often offering incentives or extra information, which convinced them to finalize their orders.
• Revenue Growth: Coco identified key moments when visitors were about to leave the site, recovering significant revenue that would have otherwise been lost. A revenue peak around August 21st highlights the effectiveness of this proactive strategy.

A Transformed Customer Experience and Increased Sales

The integration of Coco allowed Apipet to overcome challenges related to conversion and cart abandonment. Conversational AI proved that it could engage visitors proactively and guide them smoothly through the purchase process, driving significant revenue growth for the brand.

For Apipet, adopting Coco marked a turning point in their e-commerce strategy. Automated, human-like interaction enhanced the shopping experience, boosting both conversions and customer satisfaction. These measurable results demonstrate that automation can actually elevate the customer experience, proving invaluable in today’s e-commerce landscape.