How Terps USA Reduced Support Tickets and Captured High-Intent Sales with Zipchat AI

Zipchat cut down on a huge number of emails, phone calls, and customer service tasks by providing instant answers.

By transforming their AI assistant into a brand character named "Terpski," Terps USA created an engaging experience that delivers product information exactly when customers are in the mood to spend.

Key results

• Reduced the volume of repetitive customer emails and phone calls significantly
• Decreased the daily workload of the customer service team by automating FAQ responses
• Improved conversion rates by delivering instant answers while customers are in a high-intent "spend mood"
• Successfully migrated from manual Shopify Chat and SMS support to a fully automated AI dream solution
• Improved the customer experience for users who prefer direct interaction over reading FAQ pages

Company overview

Terps USA is a leading provider of premium terpene sprays, blends, and aroma enhancement products. Based in the United States, the company specializes in pure terpene isolates and custom mixes sourced from non-cannabis botanical origins. Their products are meticulously formulated to be THC-free and CBD-free, making them a trusted choice for flavoring and scent applications in vaping, food, beverages, and aromatherapy.

The brand has built a reputation for quality and speed, focusing on natural terpenes that offer potent aroma solutions without psychoactive effects. Beyond their product catalog, Terps USA serves as an educational resource in the industry, offering detailed guides and blog content to help enthusiasts understand the benefits and applications of various terpene profiles. They prioritize a seamless customer experience, from informative browsing to fast, reliable shipping.

Industry: Home Furniture & Decor
Headquarters: United States
Website: View website

Why Terps USA chose Zipchat

Before implementing Zipchat, Terps USA faced a common challenge in e-commerce: information friction. Despite having a detailed website and a comprehensive FAQ page, the team noticed a persistent trend where customers preferred not to spend time reading through documentation. Instead of browsing for answers, customers would frequently reach out via email or phone to ask questions that were already clearly answered on the product pages or in the FAQ section.

This created a significant bottleneck for the internal team. Managing these repetitive inquiries required constant attention, pulling staff away from higher-value tasks and slowing down the overall support operation. The team originally utilized Shopify Chat and manual texting to handle these interactions, but the process was described as a productivity "nightmare." The constant interruptions to answer the same set of questions over and over again became unsustainable for a growing brand that prides itself on efficiency and fast service.

The primary motivation for switching to Zipchat was the need to automate these low-level inquiries while maintaining a high standard of communication. Terps USA needed a solution that could act as a first line of defense, intercepting common questions and providing accurate data-backed responses instantly. They sought to turn a manual, labor-intensive process into an automated system that could scale with their traffic without increasing their headcount or support costs.

Results in practice

The impact of Zipchat was immediate and transformative. By personifying the AI as an engaging character named "Terpski," Terps USA was able to invite questions in a way that felt approachable and brand-aligned. Terpski serves as an expert guide, navigating customers through the complexities of terpene profiles and applications without requiring them to leave the product page. This shift from static FAQs to dynamic, conversational AI has drastically lightened the load on human staff, effectively turning the support "nightmare" into a "dream."

Beyond just reducing the number of support tickets, Zipchat has played a crucial role in the brand's sales strategy. In the terpene industry, customers often have specific technical questions regarding potency, flavor, and application. If those questions go unanswered for even a few minutes, the customer may lose interest or look elsewhere. Terpski solves this by providing immediate gratification. By delivering answers the moment a customer expresses interest, Zipchat helps Terps USA capture sales while the customer is in the "spend mood," preventing bounce rates and abandoned carts.

The transition to Zipchat has allowed Terps USA to solve two critical problems with a single action: reducing operational overhead and increasing sales velocity. The AI handles the bulk of the "heavy lifting" by answering routine questions, ensuring that the human team only needs to step in for complex, high-touch situations. This efficiency has not only improved the internal workflow but has also created a more responsive and satisfying shopping experience for the end-user.

"Our customers do not like to read about the products. They rarely go the FAQ page. They emailed or called with questions that had the answers on the website. Turning ZipChat into a character 'Terpski' that invites questions has cut down on a huge number of emails, phone calls, and customer service tasks. The customer gets the answers fast when they are interested in the product. The quick response helps get the sale while the customer is in the 'spend mood.' We solved two problems with one action."

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Which specific problem did Zipchat help you solve?

Our customers do not like to read about the products. They rarely go the FAQ page. They emailed or called with questions that had the answers on the Website. Turning ZipChat into a Character "Terpski" that invites questions has cut down on a huge number of emails, phone calls and customer service task. The customer gets the answers fast when they are interested in the product. The quick response helps get the sale while customer is in the "spend" mood. Solver 2 problems with one action.

Were you using another chat solution before Zipchat? If so, which one—and what motivated you to make the switch?

We were using the Shopify Chat and the texting and answering the same questions and interruption's was a nightmare that was turned into a dream with ZipChat.

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