From <1% to Conversion Growth: AI Makes Pre-Owned Kitchens Click
A fast-growing UK second-hand kitchen website got 23% conversion by just implementing Plain’s AI assistant. Read more to see how to simplify complex furniture decisions and build buyer trust.
UK Second-Hand Kitchen & Furniture E-Commerce
Growth-Stage Online Retail
Client Overview
This fast-growing UK marketplace is on a mission to redefine how people buy second-hand kitchens and home furniture. With sustainability on the rise and demand for affordable, high-quality interiors growing, the brand carved out a niche, but converting visitors into buyers was a different story. Their website saw healthy traffic, but something critical was missing: confidence.
Problem
Visitors came, they browsed, but they hesitated.
Buying a second-hand, fitted kitchen isn’t easy. Customers needed help understanding dimensions, imagining how items would fit into their space, and trusting that what they saw was what they’d get. Without that human reassurance, most people clicked away, especially when they couldn’t get answers after business hours.
Despite having a strong product offering, the brand’s digital experience lacked the personal touch that builds trust — and it was costing them conversions.
Challenges
- Conversion drag: Less than 1% of visitors completed an inquiry.
- Buying uncertainty: Shoppers didn’t know how to assess size, fit, or install complexity — and the site didn’t guide them.
- Response delays: Questions sent in the evening or on weekends often went unanswered for days.
- Lack of trust cues: Second-hand shopping requires more reassurance — and the site wasn’t delivering it.
Plain Solution
That’s where Plain came in.
- We deployed the Plain AI Assistant as a 24/7 digital guide — ready to chat, answer, and convert.
- Its AI-powered design intelligence helped shoppers visualize how kitchens would look and fit in their own homes.
- We trained the assistant in the brand’s voice to ensure it sounded trustworthy, professional, and helpful, like the team’s best salesperson.
- It delivered real-time Q&A on specs, availability, delivery, and installation.
- And behind the scenes, it gathered analytics: tracking drop-offs, uncovering buying patterns, and surfacing actionable insights.
Implementation Process
The collaboration began with deep discovery. We dug into how the sales team worked, what customers asked most, and how they spoke to clients. Then we built a fully branded assistant that would replicate that trust-building style — but online, and around the clock.
The team is now preparing for a full public launch.
Results
- +10% increase in purchase-inquiry conversions
- 90% of questions handled by AI without human help
- 90% less time spent on first-touch customer support
- Higher trust, stronger brand perception
- Smarter content and marketing, powered by live AI insights
Why It Matters
Buying a second-hand fitted kitchen is a big decision — emotionally and financially. Plain’s assistant brought empathy, clarity, and guidance to a process that previously felt risky.
All this helped the team be free to focus on what matters most: logistics, customer relationships, and growing their impact.
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