PlushBeds enhances online shopping using GenAI tool Alby, improving conversions and reducing customer service calls.
PlushBeds enhances online shopping using GenAI tool Alby, improving conversions and reducing customer service calls. Mattress retailer PlushBeds faced a challenge: catering to both detail-oriented shoppers and those seeking quick recommendations. To address this, they implemented Alby, a GenAI shopping assistant, on their product pages. Alby generates tailored questions and answers based on product data, customer reviews, and service transcripts, providing instant information to users.
Unlike previous tools that required manual input, Alby autonomously creates relevant queries, enhancing user engagement. This approach led to a significant increase in conversion rates, with shoppers interacting with Alby being twice as likely to make a purchase. Since launch, about 15% of visitors engage with Alby-generated questions. These users show a 2.8% conversion rate—four to five times higher than non-users. Inbound customer service calls have dropped by 20%, freeing agents for complex cases and reducing operational costs. Alby’s insights also help PlushBeds improve content placement, ensuring key information appears higher on product pages based on real user behavior.
Beyond sales, Alby contributed to improved SEO rankings by increasing time spent on product pages. The tool’s ability to learn from user interactions helps PlushBeds identify and address information gaps, refining their content strategy. This continuous feedback loop ensures that the most sought-after information is readily accessible to potential buyers.
By integrating Alby, PlushBeds not only streamlined the shopping experience but also gained valuable insights into customer behavior. This strategic use of GenAI demonstrates the potential for businesses to enhance user experience and operational efficiency simultaneously.