AI Chatbot Assistant for Shopify Grills Store

About Monument Grills
Founded in Atlanta, Georgia, Monument Grills is a leading brand in the outdoor grilling industry. Its mission is to provide innovative, high-quality grilling solutions that inspire and empower every grilling enthusiast. The company offers a range of durable, high-performance grills to the North American market, each crafted with precision engineering and cutting-edge technology to ensure every dish is a masterpiece.

The Challenge
Before adopting VanChat, Monument Grills faced major challenges in delivering timely and effective customer support. As website traffic steadily increased, their U.S.-based support team struggled to keep up with the growing volume of inquiries. This led to delayed responses—especially during after-hours and weekends—causing customer dissatisfaction and many negative reviews. As a result, their Trustpilot rating dropped significantly, impacting brand reputation, customer trust, and overall perception.

Why Monument Grills Chose VanChat
Since April 2024, when sales entered a peak season, customer inquiries on the website surged. The support team couldn't keep up with the volume, and many inquiries went unanswered for long periods. Service quality declined, customer satisfaction dropped, and their Trustpilot rating suffered as a result.

After testing several AI solutions, Monument Grills ultimately chose VanChat because it effectively addressed their core pain points.

“We tested several AI chatbots, and VanChat stood out with the most satisfying performance. During testing, we were especially impressed with how accurately it handled customer inquiries,” recalled Yulia, eCommerce Manager at Monument Grills.

“During the trial phase, I reviewed some conversations between VanChat and shoppers. I remember one customer reported a product malfunction, and the AI effectively used our uploaded troubleshooting guides to resolve the issue—really impressive.
In another case, a customer was looking for a rain cover. VanChat correctly identified the suitable model, and the customer placed an order immediately. These two examples really left a strong impression on me.”

Implementation & Results

Significant Boost in Customer Satisfaction
Within just a few months of implementing VanChat, Monument Grills saw dramatic results.
VanChat was able to instantly respond to a large number of customer inquiries—covering product usage, locating accessories, after-sales service, and more. This greatly enhanced customer trust and satisfaction. Their Trustpilot score quickly improved from 2.2 to 3.3.

Valuable Customer Insights

“I spend about an hour each day reviewing conversations between the AI and our customers, tagging and categorizing them. Every two months, we hold a reporting meeting to analyze all the conversation data and extract customer insights—which are incredibly valuable,” said Yulia.

Key insights included:

• Product quality feedback: By analyzing conversations, they identified specific product issues that customers were unhappy with—crucial for product improvements.
• Feature suggestions: Customers shared ideas on how grills could be improved or what new features they would like—important data for product development.
• Website bugs and content errors: Many customers pointed out typos or unclear descriptions—valuable for improving the online shopping experience.

Sales Growth
In addition to customer support, VanChat played a crucial role in driving sales growth.

Before purchasing a grill, customers often have many questions—about the best model, product comparisons, installation, after-sales support, etc. VanChat can respond to these pre-sale inquiries instantly and accurately recommend the right product, significantly increasing the likelihood of conversion.

VanChat’s impact on sales:

• 12.04% conversion rate: Over 12 out of every 100 customers who chatted with the AI completed a purchase—significantly higher than the site’s average.
• 22x ROI: Within six months of using VanChat, Monument Grills achieved more than a 22x return on investment.

Improved Shopping Experience
A significant portion of visitors to Monument Grills’ website come to purchase grill accessories or replacement parts. With hundreds of accessories—like dozens of similarly named cooking grates—customers often struggled to find the right item, whether through browsing or using search. This led to a flood of inquiries and complaints about replacement parts, becoming a major challenge for the support team.

After installing VanChat, the AI can automatically detect when users are searching for parts or accessories and guide them to the dedicated replacement parts search page. This greatly reduced the time it takes for customers to find what they need and improved the overall shopping experience.

“When customers want to buy accessories, VanChat now directs them to our dedicated replacement parts search page based on their input. Customer feedback has been very positive—it has helped a lot of people find what they were looking for and significantly reduced our post-sale workload,” said eCommerce Manager Yulia.