Chyler's AI Shopping Assistant

The Challenge

Chyler’s, a premium e-commerce brand selling Hawaiian Beef Chips®, was experiencing rapid growth through their Shopify storefront. While their unique product—wafer-thin strips of premium US beef with authentic Hawaiian flavors—was gaining popularity, their customer service infrastructure struggled to keep pace with increasing demand.

Key Pain Points:

• High volume of repetitive customer inquiries about flavors, ingredients, and shipping
• Lost sales from unanswered after-hours questions during peak shopping times
• Customer support team overwhelmed with basic questions during product launches
• No self-service option for order tracking and common FAQs
• Slow response times during peak holiday shopping seasons
• Inconsistent responses to product questions across different team members
• High cart abandonment rate due to unanswered pre-purchase questions

Business Impact: The small customer service team was spending 70% of their time answering the same basic questions repeatedly—about product flavors, ingredients for dietary restrictions, shipping policies, and order status. This left little time for handling complex issues or building customer relationships. After-hours inquiries went unanswered until the next business day, resulting in lost sales to competitors who could respond faster.

Goals and Objectives

Chyler’s needed an intelligent customer support solution that could:

1. Respond Instantly: Answer common product and shipping questions 24/7
2. Scale Effortlessly: Handle growing inquiry volume without adding support staff
3. Enhance Shopping: Provide product recommendations and help customers find the right flavors
4. Track Orders: Offer self-service order status and tracking information
5. Capture Leads: Collect email addresses for their Klaviyo marketing campaigns
6. Integrate Seamlessly: Work with their existing Shopify, HubSpot, and Klaviyo systems
7. Reduce Cart Abandonment: Answer pre-purchase questions to increase conversions
8. Maintain Brand Voice: Reflect the fun, authentic Hawaiian spirit of the brand

The Solution

We developed a custom AI-powered shopping assistant specifically trained on Chyler’s product catalog, shipping policies, and common customer questions. The chatbot integrates seamlessly with their Shopify store, providing instant, intelligent responses while maintaining the brand’s friendly, approachable tone.

Core Capabilities:

Intelligent Product Discovery

• Answers questions about all flavor varieties and product options
• Provides detailed ingredient information for dietary restrictions (gluten-free, allergens, etc.)
• Recommends products based on customer preferences (spicy vs. mild, gift options, bulk orders)
• Explains what makes Hawaiian Beef Chips unique (“chip-like crunch” texture, premium ingredients)

Order Management & Tracking

• Looks up order status using email or order number
• Provides real-time shipping tracking information
• Answers questions about shipping policies and delivery times
• Explains the free shipping threshold ($49+)

Shopping Support

• Guides customers through flavor selection
• Suggests appropriate quantities for gifts or events
• Explains bulk pricing and partnership opportunities
• Answers pre-purchase questions to reduce cart abandonment

Lead Capture & Marketing

• Naturally collects email addresses during conversations
• Syncs with Klaviyo for email marketing campaigns
• Tags customers based on interests (specific flavors, dietary needs, bulk orders)
• Creates HubSpot contacts for sales follow-up

Smart Escalation

• Recognizes complex issues requiring human support
• Smoothly transfers to support team with full conversation context
• Provides contact information (1-800-484-1663) when appropriate
• Escalates wholesale and partnership inquiries to sales team

Technical Implementation:

• Custom GPT-4 model trained on Chyler’s product catalog and FAQs
• Shopify API integration for real-time product and order data
• HubSpot CRM integration for lead management
• Klaviyo integration for email marketing automation
• Web widget optimized for mobile and desktop shopping
• Real-time analytics dashboard for performance monitoring

Implementation Process

Phase 1: Discovery & Planning (1 week)

• Analyzed customer service ticket history and common questions
• Reviewed product catalog, ingredients, and unique selling points
• Mapped customer journey and key decision points
• Defined integration requirements with Shopify, HubSpot, and Klaviyo
• Established brand voice guidelines for conversational tone

Phase 2: Training & Development (2 weeks)

• Built comprehensive knowledge base from product descriptions, FAQs, and policies
• Developed conversation flows for product discovery, order tracking, and support
• Implemented Shopify API integration for product and order data
• Configured HubSpot and Klaviyo syncing for lead capture
• Created product recommendation logic based on customer preferences

Phase 3: Testing & Refinement (1 week)

• Tested extensive conversation scenarios with beta customer group
• Refined product recommendations and ingredient responses
• Verified order tracking accuracy across different order states
• Optimized response tone to match brand personality
• Tested integration with all third-party systems

Phase 4: Launch & Optimization (2 weeks)

• Soft launch to 20% of website traffic
• Monitored conversations and response quality in real-time
• Made rapid refinements based on actual customer interactions
• Gradually increased to 100% of traffic
• Trained support team on chatbot handoff procedures

Results and Impact

The AI shopping assistant transformed Chyler’s customer support capabilities and directly impacted their bottom line:

Response Time & Availability:

• Average first response time: Under 5 seconds (vs. previous 3-4 hours)
• 24/7 availability with zero downtime
• Handles unlimited concurrent conversations during traffic spikes
• 85% of questions resolved without human involvement

Customer Support Efficiency:

• Support ticket volume reduced by 45%
• Team time on repetitive questions decreased by 65%
• Average handling time for remaining tickets reduced by 30% (chatbot provides context)
• Support team satisfaction improved—more time for complex, meaningful interactions

Sales & Conversion Impact:

• After-hours sales increased by 28% (previously lost to unanswered questions)
• Cart abandonment rate decreased by 18%
• Average order value increased by 12% (better product recommendations)
• Conversion rate from chat interactions: 34%

Lead Generation & Marketing:

• 1,200+ email addresses captured in first 3 months
• 89% opt-in rate for marketing emails (vs. 45% from traditional pop-ups)
• Klaviyo subscriber list grew by 35%
• Better customer segmentation based on chat interactions

Customer Satisfaction:

• Customer satisfaction score (CSAT) improved by 22%
• 92% positive feedback on chatbot interactions
• Average resolution time decreased from 8 hours to under 2 minutes
• Significantly fewer “where is my order?” escalations

Client Testimonial:

“The AI chatbot has been a game-changer for our business. It’s like having our most knowledgeable team member available 24/7, never taking a break, and always maintaining the perfect brand voice. We’re capturing sales at 2am that we would have completely lost before. Our support team loves it because they can focus on the interesting customer interactions instead of answering ‘what flavors do you have?’ for the hundredth time. The ROI was clear within the first month.”

— Operations Manager, Chyler’s

Strategic Value Delivered

Beyond immediate metrics, the AI shopping assistant provides ongoing strategic benefits:

Competitive Advantage:

• Faster, more helpful support than competitors in the premium snack space
• Professional, consistent experience that reinforces brand quality
• 24/7 availability matches customer expectations for modern e-commerce
• Ability to handle traffic spikes during promotions without service degradation

Scalability for Growth:

• Support infrastructure ready for 10x business growth
• No need to scale customer service team proportionally with sales
• Handles seasonal peaks (holidays, gift-giving seasons) effortlessly
• Easy to update with new products and promotions

Customer Insights:

• Rich data on what customers ask about most frequently
• Identification of product gaps or opportunities (e.g., demand for new flavors)
• Understanding of customer decision-making process
• Insights on common objections or concerns

Marketing Integration:

• Seamless lead capture for email marketing
• Better customer segmentation based on expressed interests
• Foundation for personalized marketing campaigns
• Data for improving product descriptions and website content

Common Use Cases Handled

Product Questions:

• “What flavors do you have?”
• “Is this gluten-free / allergen information?”
• “What makes these different from jerky?”
• “How spicy is the Spicy flavor?”
• “What’s the texture like?”

Shopping & Ordering:

• “How much do I need to order for free shipping?”
• “What’s a good gift size?”
• “Do you have variety packs?”
• “Can I get a sample first?”
• “Do you offer bulk discounts?”

Order Tracking:

• “Where is my order?”
• “When will it arrive?”
• “Can I change my shipping address?”
• “I haven’t received tracking information”

Business Inquiries:

• “Do you work with retailers?”
• “Wholesale pricing?”
• “Partnership opportunities?”
• (These are escalated to sales team with context)

Continuous Improvement

The chatbot continues to evolve based on real customer interactions:

Monthly Updates:

• New product information added as flavors launch
• Response refinements based on conversation analysis
• Seasonal promotions and messaging updates
• Integration of customer feedback

Performance Monitoring:

• Real-time dashboard tracking resolution rate, satisfaction, and conversions
• Weekly review of escalated conversations to identify knowledge gaps
• A/B testing of different recommendation strategies
• Quarterly business impact analysis

Upcoming Enhancements:

• SMS integration for order notifications
• Proactive engagement based on browsing behavior
• Subscription management for repeat customers
• Integration with loyalty program (when launched)

What’s Next

Chyler’s continues to expand chatbot capabilities:

Planned Features:

• Multi-language support for international expansion
• Integration with wholesale ordering system
• Proactive cart abandonment outreach
• Voice assistant integration for phone orders
• Instagram DM integration for social commerce

Long-term Vision:

• Personalized product recommendations based on purchase history
• Subscription service support and management
• Influencer and wholesale portal with chatbot support
• Integration with retail partner systems for omnichannel support

See the Chyler’s Chatbot in Action

Visit chylers.com to experience the AI shopping assistant and see how it can help customers discover the perfect Hawaiian Beef Chips flavor.

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