How Icy Bear Dental Improved Conversions by 2.65x and Cut Customer Support Time to 30 Minutes

Icy Bear - an Oral Care Brand started by Dr. Hanna Kinsella - Founder & Principal Dentist of Kiln Lane, a private practice dental firm, and Icy Bear. 

Icy Bear was started to provide a luxury line of dental products formulated for various oral care needs with high-performance ingredients to deliver whiter, brighter & more confident smiles.

Manifest - Key Metrics at a Glance

The Problem

Icy Bear had high-intent visitors coming on-site. However, they struggled with converting these visitors into customers and also extended their bandwidth with handling support. With Dental Products, customers need to be educated about what they’re purchasing and have various concerns about their teeth before purchasing. They were looking for a solution that could help them cater to the needs customers have in terms of sales and support. 

The Solution - Meet Manifest AI

Icy Bear uses Manifest AI, an AI shopping assistant for e-commerce stores, to improve customer experience and support. Here’s how it helps:

Personalized Product Discovery: Provides tailored recommendations, like having a sales assistant for every shopper.

24/7 Query Support: Answers customer questions anytime, easing the workload for support teams.

On-Site Engagement: Delivers personalized prompts and real conversations to keep users engaged.

Onboarding and Going Live

The team at Icy Bear Dental successfully implemented Manifest AI’s chatbot on their Shopify storefront with a smooth and hassle-free installation.

One of the key challenges Icy Bear faced during onboarding was the significant amount of time spent handling support queries. 

To address this, Manifest’s AI began training on the website data right from Day 1. By Day 2, our Success Manager provided an accuracy report, giving the team valuable insights into the chatbot’s progress.

Thanks to this efficient setup and training process, Icy Bear was able to go live with the fully integrated system by Day 4. The team now enjoys a streamlined support process, reducing the burden on staff.

Meet Dr. Hanna! 

To bring a personal touch and trust to its customers, they introduced an AI version of Dr. Hanna on their site through Manifest. This virtual Dr. Hanna not only answered customer questions but also provided expert advice on dental care and product recommendations, enhancing the shopping experience. 

Customers could interact with the AI to learn about Icy Bear’s range of premium dental products, get tips on maintaining oral health, and even receive guidance tailored to their specific needs.

Customers could directly talk to the chatbot and with a click of a button, ask for similar products and directly add to the cart without heading to the product page, reducing friction and bringing about a truly conversational experience, where customers get what they want according to their needs.

Nudging Customers Across Every Touchpoint

1. Home Page Welcome Nudge

When customers visit the home page, a Proactive Nudge is sent to them by Manifest - which helps them browse through the catalog, ask questions

2. Product Page Welcome Nudge

When the customer enters a product page, a Nudge is sent to the customer with assistance. 

3. Collection Page Welcome Nudge

A Nudge in the Collections Page is sent out to customers which helps them get what they’re looking for, faster and easier.

4. Add to cart pop-up nudge

If a customer adds an item to their cart, an add-to-cart nudge encourages them to check out or ask questions. If they remove an item, the assistant suggests alternatives or helps them reconsider. 

5. Removed from Cart Assistance Nudge

Whenever a customer removes an item from the cart, a reassurance nudge is sent to the customers to incentivize them to re-add the product. 

6. Abandoned Checkout Recovery Nudge

Whenever a customer abandons the checkout, a friendly nudge - offering them to help with any queries they might have been sent to help them make a purchase.

7. Post-checkout Nudge

When a customer makes a purchase, a Nudge with a prompt to follow their Socials and ask for a review is sent to build Social Proofing. 

The Impact

Manifest has demonstrated its value in driving significant improvements for Icy Bear Dental’s sales, customer engagement, and overall performance. Below are the key impacts Manifest has made based on the raw data:

Increased Conversion Rates

For customers who interacted with Manifest, the conversion rate has surged to 6.02%, which represents a substantial 2.65x improvement compared to those who did not engage with the platform (conversion rate of 2.28%). This highlights Manifest’s role in driving higher levels of engagement and conversion, converting more visitors into actual buyers.

Higher Add-to-Cart Rates

Manifest has significantly boosted the Add-to-Cart rates. Customers who interacted with Manifest exhibited an Add-to-Cart rate of 21.29%, which is a 102% increase over the 10.72% rate seen among non-interacting customers. This suggests that Manifest not only attracts visitors but also persuades them to commit to purchasing by adding items to their carts.

Total Sales Impact

Over 3 months, Manifest has contributed to generating a total of $57,821 in sales. This number speaks volumes about the platform’s effectiveness in driving revenue and demonstrating value to Icy Bear Dental, helping it achieve impressive financial results in a relatively short period.

Customer Satisfaction (CSAT) Rating

Manifest has also played a key role in enhancing customer satisfaction. The brand has earned a CSAT rating of 83%, reflecting positive experiences with the platform. This high satisfaction score indicates that users who engage with Manifest are not only converting at higher rates but are also highly pleased with the overall shopping experience.

98.7% of Conversations Automated by AI

With Manifest, Icy Bear has achieved a remarkable feat by automating 98.7% of its customer conversations through AI. This automation has significantly reduced the need for human intervention, with only 1.3% of conversations requiring a Human Agent. 

Manifest has allowed Icy Bear to scale customer interactions without compromising on quality, freeing up valuable human resources for more complex inquiries.

Reduced Customer Service Time

A major highlight for Icy Bear is the significant reduction in customer service time. Daily customer service time has decreased from 3 hours to less than 30 minutes. This remarkable improvement demonstrates Manifest’s efficiency in streamlining customer interactions and reducing the need for extended support, resulting in cost savings and better resource allocation.

Manifest’s Impact on Icy Bear Dental

Manifest has emerged as a powerful tool for Icy Bear Dental, significantly improving key performance metrics such as conversion rates, Add-to-Cart behavior, and total sales. The platform’s ability to engage customers effectively and enhance their shopping experience is reflected in the improved CSAT rating and increased revenue. With a proven impact over just three months, it is clear that Manifest is an essential asset in Icy Bear Dental’s growth and success.