Ruti is a high-end, Silicon Valley-based, on- and offline boutique with stores across the country.

90K

Website impressions

31%

Conversion to Sale

494

Products sold/ transactions

$124K

Gross Sales

11x

less likely to return purchases

An innovative startup developing smart tech monitoring devices that allow parents to be more in tune with their growing baby.
Feel made it easy, operationally and financially, to build our team of experts. Our team works closely with the sellers on our site; they’ve become experts on our product, work well with our support teams and drive great incremental revenue
Sarah Dorsett, CEO

What are consumers saying:

“Libby was amazing and it was wonderful not having to talk to a robot. That alone made me want to buy from Nanit!”

“I was not expecting to see a real live human on the other end! Such a pleasant surprise and next level customer service”
91% Positive
9% Neutral
0% Negative
Dr. Comfort is a medical devices company that provides orthopedic shoes and orthotic footwear.
What I like about Feel is that it’s a turnkey solution that brings traditional personalized retail shopping experience to an online store
Nimesh Porbandarwalla, VP Marketing & Strategy

What are consumers saying:

Brittany was so knowledgeable & immediately made me feel comfortable. Making my decision was so much easier with her help!

I hate the guesswork that comes with buying online, seeing what I was buying on the live video chat was super reassuring!
91% Positive
9% Neutral
0% Negative

become an expert

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.

How Velotric reached a 17% conversion rate in four months with Feel

17

-

%

conversion rate after four months using Feel

$

1

-

M+

gross product purchased by consumers interacting with Feel

-

Meaningful boost in LTV

Meaningful boost in LTV

+90%

raving positive reviews from consumers

10X

ROI on the cost of the seller

80%

less likely to return purchases

Velotric is the go-to brand for premium e-bikes that rekindle the joy of riding. Led by the hardware co-founder of Lime, the Velotric team boasts a proprietary drive system and sleek designs — creating all of the thrill of being on the road with none of the stress of a manual bike.

The Challenge

This is some text inside of a div block.

Online shoppers are more likely to churn without live sales support

While shopping for a new bike is exciting, it almost always comes with challenges. Customers have to consider unique factors like speed, weight, and assembly, which can cause them to shy away from completing an order of over $1800. This is especially true when you don’t have a live sales associate to talk through your needs and ensure you find the perfect model. That’s what happened to Velotric’s customers after the company launched their online store. 

While Velotric had an offshore support team handling standard order issues, live sales expertise was not part of the equation — leaving multiple customers to abandon their shopping carts. To ensure a high-touch shopping journey that ends in conversion, Velotric needed to implement professional advice online in a way that supports both scale and seasonality. 

“Every consideration a client needs to make — from the bike’s size to its speed to its weight — presents a potential reason to hit pause on a purchase. Having Feel’s sales experts live on our website to answer questions has helped tremendously in closing purchases and assuring clients are satisfied with their choices.” 

The Solution

This is some text inside of a div block.

Feel is a tailored, scalable extension of your live sales team

The Velotric team started off with a simple goal: giving online shoppers the opportunity to connect with real-time sales experts. Yet, since onboarding, the Feel solution has gone above and beyond those expectations. By building a bespoke brand knowledge base and equipping sales experts with proprietary AI tools, Feel elevates the Velotric customer experience in three ways: 

  1. Feel becomes an online extension of Velotric’s team — To ensure every sales expert speaks Velotric’s language, Feel assembled an in-depth knowledge base, covering everything from brand voice to product specs. The Feel and Velotric teams also meet for ongoing training to ensure they’re always up-to-date and in tune with each other.

  2. Streamlining customer interactions with AI — Before Feel’s AI solution, the sellers  spent most of their time consulting knowledge guides and hand-typing responses to chat queries. Now, the sales experts only need to review and approve the AI’s auto-suggested answers — scaling client communication without sacrificing that human touch.

  3. Staying nimble when traffic fluctuates — As Velotric scales, handling high volumes of inquiries is crucial for a seamless shopping journey. Thanks to Feel’s AI, Velotric can scale efficiently without hiring countless new associates. Even more, when e-bike sales rise or fall with the seasons, Feel can easily onboard or remove sales experts — another task Velotric no longer has to worry about. 

On top of these wins, the Velotric team highlights Feel’s ability to get up and running without any hand-holding. As Ted Li, Co-Founder & Head of Marketing at Velotric, shares, “Feel does all of the heavy lifting to make sure the knowledge is always up-to-date and that we evolve together. This takes a huge load off of our team.” 

“Feel has been more than an ideal partner for us. Their solution has been key for scaling customer interactions without spoiling the quality of our communication. Thanks to Feel, we can rest assured that all of our shoppers leave Velotric with a successful purchase, product insights, and a positive customer experience.” 

“Before Feel, we had no true  live conversational connection with shoppers online. We needed to add  an integral element of the customer experience. In that sense, Feel has been an absolute game-changer for us. 

They’re able to talk to our consumers and provide great sales insights to help inform our marketing and product strategies ”

Ted Li

Co-Founder & Head of Marketing at Velotric

The Results

This is some text inside of a div block.

Velotric sees growth across the board — from immediate sales to higher LTV

After teaming up with Feel, Velotric has seen tremendous growth in their sales and client interactions, leading to impressive high conversion rates. Here’s a snapshot of the metrics so far: 

  • 17% conversion rate after four months using Feel
  • Over $1M of gross product purchased by consumers interacting with Feel 
  • Meaningful boost in LTV

On top of crushing sales, Velotric has experienced an impressive boost in customer lifetime value, with a 90-day LTV of $2,000+ since onboarding with Feel. Looking ahead, Ted emphasizes the long-term power and ROI of Feel’s unique, real-time “Sales-as-a-Service” solution. 

“With Feel, we know we can have our cake and eat it, too. Its impact on our performance has been incredible, boosting every metric in our dashboard. To top it off, their team has been wonderful to work with.” 

The Future

This is some text inside of a div block.
EXPLORE OTHER CASE STUDIES
Dr. Comfort, a top orthopedic footwear company, saw a significant AOV increase
See more →
How Dr. Comfort achieved an 11x returns decrease with Feel
See more →
How Ruti achieved a 24% increase in revenue with adding AI to empower its sellers
See more →
Ace Marks boosts luxury shoe sales by 35% with live sales experts
See more →

become an expert

become an expert
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.