All case studies
Nova Furnishing is a multi-showroom furniture retailer offering everything from individual pieces to all-in-one home packages for new homeowners. With five showrooms and a fast-moving range, customer journeys span weeks: showroom visits, follow-up questions about lead times, package customisation, delivery coordination and post-delivery support.
A typical buying cycle for a sofa or a five-room package involves dozens of messages stretched over weeks, often across two or three of Nova's channels. The team was losing replies in the gap between weekend showroom visits and weekday office hours. Delivery windows and stock questions were the largest source of repetitive admin, and post-delivery review requests were inconsistent because they depended on someone remembering to send them.
Image courtesy of novafurnishing.com
We deployed a team of AI agents across WhatsApp, Facebook, Instagram and the website chat, with email handoff for longer threads. A Showroom Enquiry Agent answers first-touch product, pricing and availability questions and routes interested customers to the right showroom. A Package Specialist guides buyers through all-in-one home bundles and combines pieces by room. A Delivery Coordinator confirms windows, handles reschedules and updates customers as items move through the warehouse. A Review Agent fires automatically once delivery is confirmed, asking for a Google review at the highest-intent moment.
Our Google reviews doubled in two weeks. Customers were happy to leave a review when the request came right after their delivery.Julian Lim 路 CEO
Reviews now arrive consistently right after delivery rather than weeks later, which materially lifted Nova's review velocity in their first months on the system. Sales staff have visibility into every channel from one inbox and stopped losing high-intent threads between weekend and weekday shifts. The team has also been able to take on more enquiries without adding more headcount.
We design the team, train it on your products and tone, deploy it across the channels your customers actually use, and stay on as the operator.