33% Increase in Conversion Rate and 25% Lift in Average Order Value with Vita AI's Digital Brand Transformation
Client
Essentia
Year
2025
Executive Summary
Essentia, a rapidly growing direct-to-consumer e-commerce brand for women's skincare, was excelling in product development and brand loyalty. However, their internal operations were struggling to keep pace with customer demand. The team was overwhelmed by repetitive customer support inquiries, inefficient marketing efforts, and manual post-purchase communication, which hampered their ability to scale effectively.
By partnering with Vita AI, Essentia deployed a bespoke AI-driven automation system focused on customer interaction and marketing workflows. This initiative led to a 33% increase in conversion rate and a 25% lift in average order value. The system automated everything from answering routine support questions to personalizing marketing campaigns, resulting in a 60% decrease in manual customer support tickets and enabling the team to focus on strategic growth.
Key Metrics Snapshot
Metric Category | Specific Metric Measured | Before Value | After Value | % Improvement |
|---|---|---|---|---|
Operational Efficiency | Manual Customer Support Tickets Per Week | ~500 tickets | ~200 tickets | 60% reduction |
Marketing & Sales | Abandoned Cart Recovery Rate | 8% | 22% | 175% increase |
Customer Experience | Average First Response Time | 4-6 hours | < 1 minute | >99% faster |
Team Productivity | Manual Social Media Engagement | 15 hours/week | 6 hours/week | 60% reduction |
Client Background
Essentia is a popular e-commerce brand specializing in premium, ingredient-focused skincare creams for women. With a loyal community and a strong social media presence, their mission was to make high-quality skincare accessible. As sales surged, their lean team found itself dedicating more time to operational tasks than to the customer engagement and product innovation that had made the brand successful.
Challenges
Before engaging Vita AI, Essentia’s growth was creating significant operational friction that directly impacted sales and the customer experience:
Low Conversion Rates: A lack of immediate support and a generic user journey meant potential customers would leave the site without purchasing.
Stagnant Average Order Value: The checkout and post-purchase process lacked effective upselling or cross-selling opportunities, leaving potential revenue on the table with each transaction.
High-Volume Customer Inquiries: The support inbox was flooded with repetitive questions, leading to slow response times that created purchase friction.
Generic Marketing & Lost Sales: Impersonal marketing emails resulted in low engagement and a poor abandoned cart recovery rate.
These inefficiencies not only consumed team resources but also created a leaky sales funnel, hindering overall profitability and growth.
The Solution: AI-Supported Automation by Vita AI
To transform Essentia’s customer journey into a revenue driver, Vita AI implemented a Done-With-You automation stack focused on conversion and personalization.
Key Components Included:
AI-Powered Customer Support & Sales Chatbot: Using Gorgias and a custom AI layer, a chatbot was deployed on Essentia’s website. It was trained to instantly answer FAQs and provide order status, and more importantly, to proactively assist shoppers by recommending products based on their needs, directly impacting conversion.
Automated & Personalized Upsell/Cross-sell Flows: An integration between Shopify and Klaviyo was enhanced with AI-driven logic. This triggered hyper-personalized abandoned cart sequences and post-purchase flows that included AI-powered recommendations for complementary products, effectively increasing average order value.
Intelligent Social Media Management: Zapier workflows connected their social media channels to a central dashboard. AI-powered sentiment analysis automatically flagged negative comments for immediate review, while common DMs received automated, yet personalized, responses.
Streamlined Order & Fulfillment Notifications: A Make.com scenario was built to monitor Shopify for order status changes. This automatically triggered branded, real-time SMS and email notifications to customers, building trust and reducing "where is my order?" inquiries.
Implementation Process
The solution was rolled out collaboratively, ensuring it aligned perfectly with Essentia’s brand voice and commercial goals:
Discovery & Mapping (Weeks 1–2): Analyzed the entire customer sales funnel, support data, and marketing workflows to identify key friction points and revenue opportunities.
Workflow Design (Weeks 3–4): Prototyped chatbot sales conversations and personalized email/upsell sequences. Gathered feedback from the Essentia team to ensure brand alignment.
Integration & Testing (Weeks 5–7): Connected Shopify, Gorgias, and Klaviyo using Make and Zapier. Ran A/B tests on email and chatbot recommendations to optimize for conversion.
Launch & Handover (Week 8): Deployed the full automation stack, trained the marketing and support teams on the new capabilities, and provided comprehensive documentation.
Ongoing Support (Post-launch): Provided continuous optimization of AI models and automation workflows based on performance data to maximize AOV and conversion rates.
The Results: Tangible Business & Customer Impact
Essentia’s investment in automation yielded a clear and significant return on investment, transforming operations into a growth engine.
Initial Challenge | AI-Powered Solution | Outcome Achieved | Business Impact |
|---|---|---|---|
Overwhelmed support team | AI chatbot answering FAQs & order status | 60% fewer manual support tickets | Freed up support team for complex issues, higher CSAT |
High abandoned cart rate | Personalized, automated email sequences | 175% increase in cart recovery | Direct uplift in revenue, improved marketing ROI |
Slow customer response times | Instant chatbot replies & automated alerts | Response time reduced from hours to seconds | Drastically improved customer satisfaction & trust |
Manual, reactive social media | AI-powered sentiment analysis & DM replies | 60% reduction in manual engagement time | Proactive brand management, more time for community building |
Conclusion
The collaboration between Essentia and Vita AI illustrates the profound impact of strategic, AI-powered automation on e-commerce performance. By shifting from manual operations to an intelligent, automated customer journey, Essentia was able to directly increase its conversion rate and average order value. This transformation allowed them to not only solve operational bottlenecks but to turn their customer experience into their most powerful asset for driving revenue and scalable growth.
Scope of Work
