How a Tiny Furniture Brand Outsold Big Retailers — With Zero New Hires
Client Overview
A small family-owned furniture business run by the founder’s son. The company sells both custom home furniture (e.g., kitchens, office desks) and a fixed collection. The new leadership is focused on adopting AI to support growth.
Problem
Challenges
Customers needed more support in choosing products and understanding design options — furniture is a complex, high-stakes purchase.
The small team struggled to provide high-quality, immediate customer service — especially during evenings, when most website visitors are active.
There was a clear need to enhance the customer experience and brand reputation with personalized, consistent support.
Plain Solution
- Deployed Plain AI Assistant as a real-time sales & support concierge
- Enabled AI-powered interior design guidance to support buyer decisions
- Trained the assistant to match the brand’s tone and language for personalized communication
- Integrated product-specific Q&A to support their fixed collection and streamline browsing
- Fully managed setup, training, and onboarding by the Plain team
Implementation Process
After defining key pain points, the Plain team proposed a tailored solution scope. Setup, integration, and onboarding were fully handled by Plain. After a short private testing period, the assistant was launched publicly.
The AI now works 24/7, answering questions, giving design advice, generating custom furniture ideas, helping with in-store appointment scheduling, and escalating complex cases to human staff when needed.
Results
- 90% of customer questions answered completely by AI
- 90% of time saved on handling first-touch customer requests
- Increased customer trust and engagement
- AI-generated insights used to improve social content and marketing targeting
- Enhanced competitive edge through around-the-clock service and design support
Why It Matters
Plain’s AI Assistant allowed this business to offer 24/7 personalized support without increasing headcount, helping them compete with larger players, close more leads, and elevate the customer experience.
It’s a powerful example of how even small retailers can use purpose-built AI to punch above their weight — improving both day-to-day operations and long-term brand perception.
Loving the experience with Plain AI so far — it handles customer questions around the clock, so we never miss a lead. The AI design assistance sets us apart from the competition and clearly helps our customers
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