Comfort Works

How Comfort Works relieves its customer service team

80%
of consumers complete
the conversations
60%
product recommendation
success rate

"The vast amount of inquiries we received via email and phone led us to believe that there must be a more efficient way to help our shoppers find the right product for their needs."
Sarah Blassy, Product Manager, Comfort Works

 

The challenge

Comfort Works found that many of its shoppers weren't able to make confident purchase decisions. The majority didn’t have the product knowledge to select the right cover that would work well with their furniture. They were reaching out to customer service to help them find the right product, which created an additional strain on the Comfort
Works customer service team. 

 

The solution

Comfort Works integrated a Zoovu digital assistant into its website to reduce friction
along the customer journey and help shoppers purchase the right sofa covers without having to reach out to customer service. With the help of the insights generated, Comfort Works is able to continuously optimize the assistant to improve the conversation and sales performance.

Click on the image to try out the digital assistant:

comfort-works-example

 

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