PlushBeds Builds Customer Confidence with alby’s 24/7 Product Expertise
About PlushBeds
PlushBeds has been crafting all-natural mattresses since 2008, using high-quality, sustainable materials in their California-based factory. Over a decade later, they continue to set industry standards, offering luxurious comfort at an affordable price.
The Challenge
Sleep is a very personal experience, and when it comes to mattress shopping, everyone has their own unique preferences (e.g. sleep position, firmness, etc.). PlushBeds offers a wide range high-quality mattresses to cater to shoppers’ individual needs.
However, with these options come a lot of questions. PlushBeds faced the challenge of delivering answers to customers 24/7 while their customer service agents were unavailable.
Why alby?
Denali chose alby for key reasons:
PlushBeds chose alby for several key reasons:
- 24/7 Coverage: alby operates around the clock, providing expert knowledge when the customer service teams are unavailable. It efficiently handles a high volume of questions, freeing up agents’ time to focus on higher-value tasks.
- In-Depth Product Guidance: alby is trained on PlushBeds’ catalog and internal resources, such as buying guides and warranty information, allowing it to provide detailed responses to customers’ specific product inquiries.
- Real-Time Personalization: Powered by Generative AI, alby offers instant, tailored product recommendations based on each shopper’s unique needs, creating a more personalized shopping experience.
The Solution
PlushBeds integrated alby through a Shopify app, allowing alby to instantly crawl PlushBeds’ catalog and generate questions and answers for every product.
Using a proprietary machine learning model, alby predicts the questions PlushBeds’ shoppers are most likely to ask in clickable buttons, guiding them toward conversion.
alby personalizes the shopping experience by understanding each shopper’s unique needs (we see you, side sleepers!) and tailoring responses and product recommendations accordingly.
The Results
alby has delivered impressive results for PlushBeds:
Increased Engagement Rate
alby now answers ~6,000 product questions monthly for PlushBeds, engaging with over 14% of their website traffic.
This increased customer engagement has contributed to lower bounce rates, positively impacting PlushBeds’ SEO rankings.
Customers ❤️ Predictive Questions
Over 95% of questions are covered by alby’s predictive prompts (rather than freeform questions).
This highlights alby’s effectiveness in anticipating shoppers’ needs, saving them time and guiding them toward a purchase.
Unique Shopper Insights:
PlushBeds now has access to invaluable insights into the information shoppers seek before making a purchase.
Below are three of the highest-converting questions, focused on product lifespan, personal preferences, and materials.
Popular Question Categories
Conclusion
alby has become an invaluable asset for PlushBeds by providing tailored, 24/7 product expertise that addresses each customer’s unique needs. This has led to increased customer engagement, lower bounce rates, and improved SEO rankings, all while offering predictive insights that streamline the path to purchase.
