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ABOUT THE CONSCIOUS BAR
Delivery Updates Help The Conscious Bar Cut Refunds by 40%
“The AI system’s proactive delivery updates and seamless SMS integration improved our customer experience in ways we hadn’t expected.”
Company
The Conscious Bar
Industry
eCommerce
Scale
150+ Distributing Stores
Stage
Growth
-40% in Return Requests
Fewer refunds through proactive, policy-aligned customer communication.
22 Seconds
Average first response time, keeping customers engaged and satisfied.
77% Automation Coverage
Most tickets resolved end-to-end without human intervention.
The Conscious Bar is a premium vegan chocolate brand, sweetened with organic dates rather than refined sugar. Loved by health-conscious consumers, the brand has built a reputation for rich taste, clean ingredients, and seven delicious flavors.
CHALLENGES
The Hidden Cost of Summer Deliveries
For a premium brand like The Conscious Bar, delivery condition is critical to customer satisfaction. During warmer months, the brand faced a rise in melted shipments, putting pressure on the brand to protect both experience and revenue.
At the same time, the customer support team was looking for better ways to understand and improve the post-purchase journey, in line with their ongoing efforts and reputation for delivering premium CX.
However, encouraging sign-ups for SMS updates, collecting reviews, and gathering product feedback required significant effort and weren’t meeting their high expectations.
NOTCH SOLUTION
Proactive Real-Time Updates
SMS Alerts
Notch’s AI agent effectively encouraged customers to sign up for SMS alerts—ensuring they never missed critical delivery updates.
Leveraging Location Insights
With proactive real-time delivery notifications, customers knew exactly when to expect their chocolate and avoided leaving packages outside in the heat.
Multi-Channel Support
By integrating AI across email, WhatsApp, SMS (via Attentive), webchat, and Instagram, Notch streamlined communications across every customer touchpoint.
Positive Reviews
AI agents nudged customers to leave reviews on Judge.me, boosting engagement post-purchase and helping The Conscious Bar strengthen its reputation.
RESULTS
Richer, Smoother Customer Experience
+16%
CSAT
Customer satisfaction quickly rebounded and surpassed pre-crisis levels.
3
Weeks
The time it took for Notch to integrate, implement, and start reducing return requests.
80%
Support OPEX Reduction
The team estimates a near-80% reduction in support operating costs.
BUSINESS IMPACT
By reducing return requests by 40%, Notch saved The Conscious Bar tens of thousands of dollars in stock alone, plus thousands more in avoided refunds.
Beyond protecting margins, Notch’s AI agents created new growth levers: nudging satisfied customers to leave reviews and encouraging sign-ups for delivery notifications. These insights later proved invaluable when The Conscious Bar launched new flavors and needed real customer feedback.
“In the warmer months, melted bars were leading to too many refunds and unhappy customers. Notch not only helped us get that under control, but also gave us a much easier way to learn from our customers after purchase. It’s been a big step forward for both protecting our margins and improving the overall experience.”
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