Alchemy Bikes brings their showroom expertise online
Alchemy Bikes recreated their flagship showroom online with a 24/7 expert-powered chat solution. Since implementing, they’ve significantly increased both revenue and customer satisfaction — providing an 20x return on their investment.
Results
Scaling in-store expertise online drives bigger purchases and happier customers
20x
13% ↑
98%
Company
Alchemy Bikes is crafting the future of cycling for both everyday riders and global athletes. With a growing community of passionate cyclists, Alchemy has been hand-building high-performance bicycles that blend cutting-edge technology with artisanal craftsmanship. Their commitment to innovation and quality has redefined what riders expect from custom bikes. As demand continues to surge, it's imperative for the team to ensure they have the right operational pieces in place to support and delight their customers.
Opportunity
In 2022, Alchemy Bikes opened a new 8,000 square-foot U.S. headquarters in Golden, Colorado — housing all production facilities, a showroom, and offices. To complement this expansion, they realized the need for an equally compelling online experience to match their new flagship storefront.
But Alchemy Bikes faced a challenge — buying a premium, highly customizable bike online was a foreign concept to their customer base.
Naturally, their online visitors had specific questions based on their individual biking needs. For example, "what suspension kit would work best for downhill riding and how does my height impact selection?"
Having to ask these questions online vs locally in-person created consumer purchase apprehension — lowering Alchemy Bike's online conversion rate.
Recognizing this, Alchemy Bikes knew they'd need to recreate their personalized in-store experience for online customers.
Solution & Results
By partnering with Remark, Alchemy Bikes implemented a 24/7 chat solution staffed by cycling experts — providing detailed product guidance while fielding general customer inquiries like shipping logistics.
Since implementing Remark's chat solution, customers have spent over 500 hours getting the answers they need — providing Alchemy Bikes an average CSAT score of 98%. Additionally, their shoppers are discovering the right bike faster with the average conversation length dropping by 54%.
How did this impact their top line growth? 1 of 5 bikes are now purchased online and Alchemy Bikes has grown their AOV by 13%.
But even more impressively, Alchemy Bikes 20x’d their return from its initial investment with Remark. In other words, every $1 spent with Remark resulted in $20 of net new revenue.
The impact of this partnership with Remark extends beyond just numbers. Now Alchemy Bikes has seamlessly scaled their high-touch, personable in-store shopping experience to a global, online customer base.
