case study
+ How RepJa Used MOR to Handle 95% of Inquiries Instantly
Client Overview
WWW.REPJA.COM
LOCATION: UNITED STATES
RepJa is a Caribbean-inspired streetwear brand that celebrates Jamaica’s vibrant culture through bold apparel including t-shirts, hoodies, and hats. The brand empowers customers to showcase their pride in Jamaica’s rich music, sports, and cultural traditions while creating meaningful social impact through campaigns supporting Caribbean women. RepJa successfully bridges local heritage with a global audience.
The Challenge
As RepJa’s popularity surged, the two-person founding team faced an overwhelming influx of customer inquiries through Instagram. While simultaneously managing product design, order fulfillment, shipping, and marketing, they struggled to provide timely responses to customer questions about:
- Product restocking schedules
- Order status and tracking
- Sizing information
- Shipping destinations and policies
- Returns and refund requests
- General product inquiries
The founders needed an immediate solution to maintain customer satisfaction and prevent long response delays that could damage their brand reputation and customer relationships.
The MOR Solution
RepJa chose MOR intelligence AI assistant for its instant deployment capability—no complex setup required. The MOR team delivered:
- Custom branded landing page seamlessly integrated with RepJa’s AI Assistant
- Direct Instagram integration allowing customers to access support where they already engage with the brand
- Immediate deployment without technical overhead for the busy founding team
- Dedicated support manager providing concierge-style assistance for easy updates and optimizations
Results & Impact
Immediate Performance (First 72 Hours)
- 1,300 visitors accessed the branded landing page through Instagram
- 95% of inquiries handled automatically by the AI Assistant
- Zero wait time for standard customer support questions
- Instant responses for shipping fees, return policies, shipping times, and product availability
- Advanced conversation handling for complex order status and return inquiries
- Smart escalation system notified the team about support requests from existing customers
30-Day Performance Growth
- 4,600 total visits to the branded landing page
- 100% increase in usage as support became easily accessible from Instagram
- 100% of initial inquiries handled by the AI Assistant
- Valuable audience insights provided through MOR’s QuickView analytics on customer location and usage patterns
Quantified Business Benefits
- 10+ hours weekly time savings – eliminated manual responses to repetitive questions
- 95% reduction in manual support involvement – founders freed up for core business activities
- Enhanced customer experience with 24/7 instant, branded support availability
- Improved operational efficiency allowing the team to focus on high-value, complex customer interactions
- Scalable growth support – handled 100% usage increase without additional resources
- Data-driven insights into customer behavior and geographic distribution
Key Success Factors
- Zero technical barriers – instant deployment without setup time
- Brand-consistent experience through custom landing page design
- Strategic integration with Instagram where RepJa’s customers are most active
- Comprehensive coverage of common customer inquiries
- Concierge-style support from dedicated support manager enabling effortless updates and system optimizations
