The Challenge: Explaining an Innovative Product and Removing Doubts Before Purchase

Caps Me offers a game-changing product, but one that’s not always easy to grasp at first glance. Machine compatibility, ease of use, coffee choice recurring questions that still created hesitation before buying.

“We were about to launch a new capsule and thinking about how to build a FAQ to explain the difference with the first one.”

Rania Refsi, Head of E-commerce at Caps Me

The team needed a way to answer these questions without overcomplicating the UX or adding workload for marketing and support.

The Solution: Dialog Clears Doubts, Customers Buy

“Dialog is like a sales associate that’s always available on your site. It knows your catalog and can instantly advise visitors 24/7.”

Rania Refsi, Head of E-commerce at Caps Me

Dialog’s AI Shopping Agent made a clear impact:

• Surfaced blind spots on product pages

• Guided copy updates to remove friction

• Drove conversion: from +9% to +15%, measured in A/B testing

“Now we know exactly what customers are asking. And we see the direct impact in the results.”

Questions and Answers That Drive Real Value

Since installing Dialog, the Caps Me team analyzes customer conversations monthly to uncover what confuses, blocks, or repeatedly comes up.

“Before, we hesitated to launch certain products or accessories. Now we have real data. A lot of people were asking for chocolate capsules it used to be low on our list, now we know there’s actual demand.”

Rania Refsi, Head of E-commerce at Caps Me

Dialog has become a goldmine for marketing and product insights:

• Surfacing emerging customer needs

• Prioritizing product launches with confidence

• Sharpening messaging based on real expectations

“We also improved our product pages based on feedback and clarified info that was creating hesitation.”

Rania Refsi, Head of E-commerce at Caps Me

And all of this without surveys or forms just from natural conversations between customers and the AI Shopping Agent.