How a Tiny Furniture Brand Outsold Big Retailers — With Zero New Hires
By integrating Plain’s AI assistant, this small business cut first-touch response time by 90%. The result? More trust, more sales, and a stronger online presence — all with the same team.
SMB Furniture Retailer
Small Business
Client Overview
Viesta is a small, family-owned furniture business now run by the founder’s son — a new generation eager to modernize without losing the brand’s personal touch. They offer a mix of custom home pieces, like kitchens and desks, alongside a curated fixed collection. With a lean team and a big vision, they began exploring how AI could support their next stage of growth.
Problem
Challenges
Despite having great products, Viesta faced a few familiar hurdles. Their website traffic was healthy, but many visitors left without taking action. Buying furniture is a high-stakes decision, and customers often need help with measurements, design compatibility, and style.
The small team couldn’t keep up with support, especially during evenings when most visitors were online. As a result, many potential leads were lost, and the brand risked falling short of the warm, attentive service it was known for in person.
Plain Solution
- We implemented the Plain AI Assistant as a real-time sales and support concierge, designed to act like Viesta’s best team member, available 24/7.
- It offered AI-powered interior design guidance, helping customers visualize their spaces and feel confident about their choices.
- We trained it to match the brand’s tone and language, making each interaction feel human and aligned.
- We integrated product-specific Q&A, so customers could get instant answers about dimensions, materials, and availability.
- All setup, training, and onboarding were handled by the Plain team — no stress or heavy lifting for Viesta.
Implementation Process
Our team started by identifying the core friction points in Viesta’s customer journey. From there, we crafted a tailored solution. After reviewing the site, social channels, and product catalog, we built and trained the assistant to sound and act like Viesta’s team.
We launched the assistant privately for testing, then gradually expanded to the full site. The AI now greets visitors, suggests products, answers questions, offers layout guidance, and even helps book in-store appointments — all while handing complex cases off to human staff when needed.
Results
- 90% of customer questions now handled completely by AI
- 90% time saved on first-touch support
- Higher customer trust and deeper engagement
- Insights from conversations used to improve marketing and content
- A stronger competitive edge with 24/7 service and smart design help
Why It Matters
Viesta’s story proves that you don’t need a large team to deliver premium service. With Plain, they now offer 24/7 support that’s warm, informed, and on-brand, helping them convert more leads, build trust, and compete with bigger players, all while staying true to their roots.
This is what modern, small business success looks like when AI meets craftsmanship.
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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