Founding Partner

Diamondback drives $100K in one month

Buying a bike online has inherent barriers because of the cost and complexity. Through our instantaneous concierge service, Remark was able to eliminate these obstacles and create a frictionless pathway for shoppers to ask questions, get answers, and complete their shopping journey at all hours of the day.

Results

The numbers show that when Diamondback provided a white-glove service to their shoppers it led their shoppers to buy more and to buy more often.

>$100k

Over $100k were converted through chat in the first month

12s

Average conversation pairing time

97%

Customer Satisfaction Score

Overview

Buying a bike online has inherent barriers because of the cost and complexity. Through our instantaneous concierge service, Remark was able to eliminate these obstacles and create a frictionless pathway for shoppers to ask questions, get answers, and complete their shopping journey at all hours of the day.

We wanted to help our customers find the right product for them, and Remark achieved that! Our internal team wasn’t large enough to interface with customers live, but Remark lifted that weight for us and we’ve seen a lift in website conversions.
Tabi Adkins
Tabi Adkins
Senior E-Comm Manager
@
Diamondback

Customer Snapshot

Diamondback is one of the most prominent bike manufacturers in the United States and services all major bike categories including mountain biking, road and gravel, e-bike, cruiser, and youth bikes. Based in Kent, Washington, Diamondback bicycles are sold through hundreds of retailers worldwide. 

Situation

Buying a bike online has inherent barriers due largely to the costs and complexities. Advanced mountain and road bikes come equipped with over 40 different parts, making it particularly difficult for a bike shopper to discern between various models. With Diamondback launching a new product line of its highest-caliber models, the company needed to elevate the premium features in a different way than through its traditional methods of email and phone. 

Solution & Results

Remark’s instantaneous concierge service connected shoppers to trained and certified experts instantly, creating a frictionless pathway for shoppers to ask questions and get answers, 24-7. For more advanced bikers on the Diamondback site, Remark experts were able to answer questions regarding component upgrades, suspension requirements, and weight specifications. For novice bikers, our experts helped navigate sizing, fit, and terrain suitability.

Remark's suite on diamondback.com

Communicating these nuances unlocked opportunities for Diamondback to sell and upsell, resulting in:

  • $100K additional revenue through chat in one month’s time
  • 97% CSAT score 
  • 12-second shopper-to-expert pairing time

Parting words

When Diamondback provided our white-glove service to their shoppers, it led them to buy more—and more often. Shoppers were able to confidently purchase without needing to reference external sites or match specs and prices against competitors. Providing all the information through one-on-one conversation with Remark experts kept shoppers immensely satisfied and moving through their purchase journey. 

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