How Javy stands out and beats its competitors through relationship and trust building plus exceptional customer experience

Justin Kemperman was only 14 when he started camping out at resale shops. He started putting $80 from his own pocket and was selling his neighbor's discarded goods for 6X the profit online. This entrepreneurial spark led him to start his own ecommerce brand Shine Armor, an auto detailing and car care line. He bootstrapped this venture with only $60K of his own money and grew it to revenues of $10 million plus when he eventually sold the company.  

But this wasn't enough, he wanted to be in a product category that was impactful, something that people would demand frequently and that consumers love. So he teamed up with Brandon Monaghan to take on the world of coffee and Javy was born. With so much competition in the space they needed to differentiate which got them to the novel idea of liquid coffee concentrates. Since its launch in October 2020, Javy has become the brand that provides consumers with an easier-than-instant coffee experience without sacrificing flavor. To persuade consumers and stand out over traditional coffee brands, Javy offers a highly personalized customer experience and novel marketing with tactics like personalized videos at scale that make them memorable.

5 distinct touchpoints to establish trust and build relationships

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Abandoned Cart Recoveries

Getting a customer all the way to the checkout page is a big feat. But unless they click on that one final button, it was all in vain. With a personalized abandoned checkout video, Javy gives customers a taste of their incredibly personalized service, reiterates key selling points, and provides customers with an opportunity to ask questions. All of these lead to a more confident and excited buyer and result in higher cart recovery rates.

Post purchase + Post-subscription thank yous

Gratitude goes a long way. Many ecommerce brands have challenges bringing back one time customers. Brands with strong messaging and proposition get ahead of this problem. Javy sends a personalized video message to every customer who purchases a product or who becomes a subscriber for the first time. It makes the experience of purchasing at their store memorable and human. Customers feel highly valued and very important.

Winbacks

We all know this. Some customers purchase and then months go by without them ever returning again. Repeat customers are so important to grow the business, after all they already know your brand. So how do you win them back? Javy sends strong communication that stands out in front of the customer. They're sending personalized videos to all their lapsed customers to nudge them back and regain their attention.

Payment issue follow ups

It feels unfair to lose a customer because of a technical difficulty. Maybe it's just a misspelling. These are the challenges of online shopping and smart customer service is needed to proactively address these issues. Javy is doing it by programmatically sending a personalized video that reassures customers that purchase completion is only a few steps away. These follow ups feel like real life service with a human explaining how the issue can be easily solved.

5 distinct touchpoints to establish trust and build relationships

‍

Abandoned Cart Recoveries

Getting a customer all the way to the checkout page is a big feat. But unless they click on that one final button, it was all in vain. With a personalized abandoned checkout video, Javy gives customers a taste of their incredibly personalized service, reiterates key selling points, and provides customers with an opportunity to ask questions. All of these lead to a more confident and excited buyer and result in higher cart recovery rates.

Post purchase + Post-subscription thank yous

Gratitude goes a long way. Many ecommerce brands have challenges bringing back one time customers. Brands with strong messaging and proposition get ahead of this problem. Javy sends a personalized video message to every customer who purchases a product or who becomes a subscriber for the first time. It makes the experience of purchasing at their store memorable and human. Customers feel highly valued and very important.

Winbacks

We all know this. Some customers purchase and then months go by without them ever returning again. Repeat customers are so important to grow the business, after all they already know your brand. So how do you win them back? Javy sends strong communication that stands out in front of the customer. They're sending personalized videos to all their lapsed customers to nudge them back and regain their attention.

Payment issue follow ups

It feels unfair to lose a customer because of a technical difficulty. Maybe it's just a misspelling. These are the challenges of online shopping and smart customer service is needed to proactively address these issues. Javy is doing it by programmatically sending a personalized video that reassures customers that purchase completion is only a few steps away. These follow ups feel like real life service with a human explaining how the issue can be easily solved.