About Obvi

Obvi is a nutraceutical and wellness brand offering supplements focused on beauty, health, and fitness, with collagen as a key ingredient. Their products focus on helping people feel confident and healthy through products that promote visible improvements in hair, skin, nails, and overall well-being.

Foundation: Ensuring visibility and accessibility 

To maximize the visibility and accessibility of their customer service contact number, the team recommended it be prominently displayed in the following key locations:

• On the website
  • Contact Us page
  • Checkout page
• Email Communications
  • Order confirmation email
  • Tracking emails and updates
  • Post-purchase review offer
• Printed materials
  • On the packaging
  • On the packaging slip

While chatbots and emails effectively manage routine inquiries, real-time phone interactions provide a more personal and immediate form of communication that instills confidence in customers—particularly when they are considering canceling subscriptions or seeking quick answers to simple questions. This direct engagement can have a significant impact on conversion rates, as potential buyers are more likely to complete a purchase when they feel heard and valued through a direct conversation.

Those who may not be as comfortable with digital ecommerce or are wary of scams, seeing a phone number gives them confidence in the brand’s accessibility and reliability. Additionally, phone communication allows for more personalized upselling opportunities, as representatives can recommend products tailored to the customer’s needs, enhancing the overall shopping experience. 

A prominently displayed number makes it easier for customers to get quick assistance, thus reducing friction in the buying process and improving customer satisfaction.

Implementation

Using the Aventus Learning Management System (ALMS) to provide tailored product knowledge training which allowed the team to create custom modules, giving agents deep insights into the brand’s products, enhancing customer satisfaction and sales.

This was a completely tailored phone-based support and upsell system that immediately gained traction. To do so, Aventus implemented a robust quality assurance and coaching program that monitors agent performance and provides ongoing feedback. This ensures consistent high service standards and exceptional customer experiences across the board.

With Aventus’ omnichannel expertise and Gorgias’ technology, these efforts seamlessly integrated to manage all customer touchpoints across platforms.

Success and Data

Between the collaboration with Aventus and Gorgias, Obvi has saved 271 subscription orders, totaling $21,244. Additionally on average 20+ upsells per week  – all thanks to adding phone support and having highly-trained customer agents on the end of the line.

The main factors of Obvi’s success are two-fold. By offering a phone number throughout the customer journey, the customer feels validated and knows easy support is one call away. 

Phone support is ineffective if agents are not properly trained on each individual product, skilled in upselling techniques, and equipped to handle customer interactions with care and precision. Aventus agents undergo comprehensive ALMS training to provide expert, white-glove service and demonstrate exceptional problem-solving abilities, ensuring that all customers remain loyal and fully satisfied.

Growth and Future Opportunities

To build on this momentum, a strong focus is being placed on an Abandoned Cart strategy. Agents will contact customers who visited the website, entered their information, and abandoned products at checkout. These interactions will be conducted in a friendly and informative manner, with agents offering assistance, answering questions, and providing product recommendations to encourage purchase completion.

Additional strategies to increase retention for Obvi include leveraging AI or expanding the phone support system to enhance personalization.

To increase upsell opportunities, our agents will identify other products or services where upselling via phone can drive incremental revenue.

Too many brands are leaving money on the table. The potential revenue loss for those that don’t capitalize on upsell and retention opportunities via phone support is devastating. What seems like a simple addition in the customer journey could actually be the ‘make or break’ to their total revenue.

Conclusion

This collaboration with Obvi and Gorgias not only improved customer satisfaction but also boosted sales and retention rates. The addition of phone support enabled real-time, personalized customer interactions, resolving complex issues faster, and driving higher conversions. Combined with Aventus’ tailored training, robust quality assurance, and seamless integration with Gorgias, Obvi was able to deliver a superior customer experience that deepened trust and loyalty.

We encourage all brands to rethink their customer service strategies by incorporating phone support to unlock new revenue streams. Personalized, real-time communication builds trust, drives sales, and enhances customer retention. With the right tools and training, phone support can be a game-changer, transforming customer experiences and ultimately boosting brand success.