NightCap turns customization questions into 32% more custom orders

Company

NightCap makes patented drink-spiking prevention products designed to fit naturally into a night out. Its original reusable drink cover folds inside a scrunchie, giving people a discreet way to keep a cover close at hand. Since appearing on Shark Tank, NightCap has expanded its range to include reusable keychain covers, CanCaps, and single-use StopTopps.

NightCap also states that its products do not replace responsible drink supervision and cannot guarantee safety.

Alongside individual purchases, NightCap serves universities, bars, nightclubs, nonprofits, and brands through bulk and custom orders. These programs let organizations distribute drink covers at events, sell them at venues, or add their own identity to a practical safety product.

Situation

A custom NightCap order starts with a simple goal — help reduce drink-spiking risk at an orientation, equip guests at a venue, or create a branded giveaway — but quickly leads to detailed questions. Buyers need to choose a product format, understand customization options, check minimum quantities, plan around delivery timing, and decide what works for their audience and budget.

NightCap already provided this information across its storefront and custom-order page. The challenge was helping each prospective buyer find the right details at the moment they were deciding. When answers required an email exchange, straightforward questions could slow an inquiry or create extra work for the team. Some visitors could also submit a form before understanding the available options, leaving staff to qualify basic requirements manually.

The team didn't need fewer inquiries. It needed inquiries that arrived already thought through.

Solution

NightCap added BuyScout® as an on-demand guide for both product discovery and custom-order preparation. BuyScout® uses NightCap's approved product and policy information to answer questions in real time, in the context of the page a visitor is viewing.

For an organization exploring customization, BuyScout® can explain the differences among scrunchies, keychains, CanCaps, and StopTopps; clarify published order requirements; and help the buyer consider audience, use case, quantity, and timing. Instead of replacing NightCap's custom-order team, it prepares prospects for a more productive conversation with that team.

BuyScout® also supports individual shoppers who want to understand how each product works or choose the best format for a particular setting. This creates one consistent source of guidance across NightCap's retail, bulk, and custom journeys.

What the agent handles

• Explains the differences between scrunchies, keychain covers, CanCaps, and StopTopps
• Clarifies published minimum quantities and customization options
• Helps buyers think through audience, use case, quantity, and timing
• Prepares prospects before they ever reach the custom-order team

Results

With common questions answered before the inquiry form, prospective custom buyers can move from interest to action with less friction. NightCap saw custom-order volume rise by 32%, while qualified inquiries increased by 22%. Because buyers arrived with a clearer understanding of the product and their own requirements, the team spent less time repeating introductory information.

Staff handling of repetitive pre-order questions fell by 41%, creating more time for artwork, pricing, production planning, and the relationships behind larger programs. Individual shoppers benefited from the same immediate access to accurate product guidance.