Embr Labs delivers instant clarity for a deeply personal purchase

Situation

Embr Labs, the team behind the Embr Wave wearable, builds technology to help people manage temperature discomfort in everyday life. For many shoppers discovering the Embr Wave, temperature discomfort isn’t just a minor inconvenience, it’s something that affects sleep, focus, confidence, and daily life.

As a result, people arrive with questions shaped by personal experience: Will this help with hot flashes? Can it really improve sleep? How does it feel to wear? These aren’t quick comparison questions. They require empathy, clear explanations, and trust.

Before working with Remark, Embr’s ability to support those questions online was limited. Live chat was available only when customer support had bandwidth, making the experience inconsistent and often unavailable at the very moment shoppers needed reassurance. When chat wasn’t an option, customers could reach out by email, a higher barrier that slowed conversations and introduced friction into an otherwise thoughtful buying journey.

As Embr’s audience grew, the challenge became clear: how to replace an inconsistent, manual support model with instant, reliable guidance — without losing the care, credibility, and human connection that define the brand.

Solution

With Remark, Embr brings real-time, science-backed guidance directly into the shopping experience. Whether a shopper is trying to understand how the Embr Wave works, how it compares to other temperature solutions, or whether it’s right for their specific needs, Remark provides immediate, supportive answers in a tone that feels human and perfectly aligned with Embr's brand. Conversations begin in seconds and adapt to each person’s concerns, helping shoppers feel understood.

Behind the scenes, Remark combines AI with Embr’s product knowledge to ensure every interaction is accurate, consistent, and aligned with the brand’s mission. The result is an experience that feels less like customer support and more like a trusted guide that's available whenever questions arise.

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Results

Since introducing Remark, Embr Labs has seen meaningful gains across both revenue and customer experience. Conversations powered by Remark have driven over $285,000 in chat-driven revenue, demonstrating how impactful real-time guidance can be at the moment of decision. That support begins almost instantly, with an average pairing time of just 14 seconds, ensuring shoppers receive answers while their questions are still top of mind. Most importantly, the experience resonates with customers, earning a 97% customer satisfaction score — a reflection of how clarity, empathy, and speed combine to build trust in a deeply personal purchase.