How a Luxury Kitchen Brand Boosted Showroom Visits by 26%
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Client Overview
This UK-based, family-run kitchen retailer built its reputation on premium German kitchens and exceptional in-person service. Every showroom visit was personal, detailed, and guided by experts — but the website told a different story. Though the company didn’t sell online, they relied heavily on the website to bring people into the showroom. They knew it was time to bridge the gap between their stellar offline experience and a digital one that matched it.
Problem
Challenges
- The disconnect between online and offline was holding them back.
- Customers browsing the site had no way of experiencing the thoughtful guidance they’d receive in person.
- Inquiries — often submitted after hours — sat unanswered for days, letting hot leads go cold.
- The rise of faster, more responsive competitors put pressure on the team to modernize.
- Worst of all, the website wasn’t reflecting the brand’s true value: a high-touch, tailored consultation experience.
They weren’t looking for a flashy redesign — they needed a way to make their online presence work harder, smarter, and more in tune with their service philosophy.
Plain Solution
To add some personal touch, we introduced the Plain AI Assistant — a digital extension of their showroom team.
- It answered product questions in real time and helped schedule showroom visits seamlessly.
- It offered AI-powered design guidance, giving customers early layout and style insights before stepping into the store.
- We trained the assistant to reflect the brand’s premium tone and thoughtful consultation style.
- It even generated conversation summaries, so in-store designers were already briefed before each meeting.
- Behind the scenes, we set up data feedback loops to inform their marketing and improve sales strategies.
Implementation Process
Our team took time to learn how the client worked, from the first customer touchpoint to the final kitchen install. That insight informed everything: how we trained the assistant, how we structured conversations, and how we matched the brand’s voice.
After building and testing the system privately, we prepped for launch — positioning the AI as a true digital consultant, not just a chatbot.
Results
- +10% increase in visitors converting to showroom appointments
- 90% of customer questions handled by AI alone
- 90% reduction in time spent managing first-touch inquiries
- Better-prepared customers led to more productive showroom visits
- Customers now enjoy a consistent, premium experience — online and offline
Why It Matters
For high-end retailers, service is everything — even if there’s no checkout button online. This project proved that luxury brands can use AI to deliver white-glove service digitally, without losing the personal touch that sets them apart. With Plain, this retailer now greets every online visitor with the same attention and guidance they’re known for in person — and it’s paying off.
