Founding Partner

Kokopelli chats up 4,000 new shoppers

Remark allowed the Kokopelli team to dramatically expand their clienteling coverage to reach shoppers outside of business hours and during the weekend boosting sales, AOV, and most importantly, the amount of happy customers. They've extended their reach, while improving upon the service their average customer receives.

Results

Conversing with more customers yielded important results for Kokopelli.

10.7%

Higher AOV than non-chatting purchasers

13.9%

Total purchasers spoke to an expert before buying

51.3%

Of chatters used our service on nights or weekends

Overview

Remark allowed the Kokopelli team to dramatically expand their clienteling coverage to reach shoppers outside of business hours and during the weekend boosting sales, AOV, and most importantly, the amount of happy customers. They've extended their reach, while improving upon the service their average customer receives.

Better service on our chat to drive sales and free up time with our internal team. Remark has been incredible they have lifted the weight off of the chat with our team and allowed us to use our Customer Service team for other projects and day to day tasks while turning sales.
Susie Wagner
Susie Wagner
Sales
@
Kokopelli

Customer Snapshot

Kokopelli designs and manufactures award-winning packrafts, inflatable kayaks, and stand-up paddle boards that are ruggedly made and purposefully built for ultimate portability and packability. Headquartered in Longmont, Colorado, Kokopelli products are sold around the world with the purpose of simplifying and elevating the outdoor experience.

Situation

Kokopelli had experienced tremendous growth and needed a way to maintain the exceptional customer experience foundational to their brand. With web traffic peaking far outside standard business hours, the brand needed to have its experts at the ready to engage and educate shoppers, particularly first-time ones. 

Solution and Results

Remark’s chat tool connected shoppers to trained and verified brand experts 24-7. Not surprisingly, half the shoppers Remark engaged with came from outside standard business hours and those who received live support more than doubled. Additionally, shoppers who spoke with an expert increased their purchase 10%.

 

The following results confirmed that talking to a live brand expert heightened the brand’s ability to cross-sell and upsell:  

 

  • 10.7% higher AOV
  • 51% of chatting happened during nights and weekends
  • 13.9% of buyers spoke with a Remark expert prior to purchase 

Parting words

Remark’s expert support via chat made Kokopelli’s exceptional service reliably available to more shoppers. The constant and instantaneous connection that Remark offered drove more confident—and frequent—purchases while also allowing the Kokopelli sales team to focus on other initiatives.  

What Kokopelli Shoppers have said:

“Sam answered all my picky questions in a friendly, knowledgeable way. I placed an order after visiting with him.”

“Above and beyond dude! started the chat to talk about a seat, ended up buying another upgraded raft. F*** yeah! This dude rocks!”

“Awesome help in providing information that expanded my knowledge about the products and what would be a good fit for my needs!”

“So helpful, I was a little overwhelmed by all the options and this chat was great to make me feel more confident in my purchase”

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