How HomeHaven Increases Sales 43% and Cuts Support Costs 70% with Chatref
43%
Sales Increase
86%
Queries Automated
$65k
Monthly Savings
Overview
HomeHaven, a stylish home décor store selling furniture and wall art, struggled with abandoned shopping carts and climbing support expenses. With 850,000 monthly visitors and twelve support agents answering questions about dimensions, materials, and design coordination, response times ballooned past five hours during seasonal home refresh campaigns. After implementing Chatref's e-commerce chatbot, HomeHaven now recovers one hundred fifteen thousand dollars in abandoned carts each month, lifts conversions by forty-three percent, and automatically resolves eighty-six percent of customer inquiries.
The Challenge
Cart abandonment hit seventy-seven percent as homeowners left when they couldn't get quick answers about furniture dimensions, color matching, or assembly requirements. Support queues overflowed during spring refresh season and holiday decorating periods, costing thousands in lost sales. The team repeatedly answered identical questions about shipping for large items, return policies, and room styling advice across email, phone, and Instagram DMs. Customers needed help visualizing how pieces would work together and understanding if items would fit their spaces. HomeHaven required a smart assistant that could provide interior design guidance, understand room dimensions and style preferences, operate continuously in multiple languages, and scale effortlessly during seasonal campaigns without hiring additional design consultants or exceeding budget constraints.
The Solution
HomeHaven chose Chatref after a three-week pilot showed strong performance. The chatbot connects to their BigCommerce store, monitors inventory across thousands of SKUs in real time, and sends personalized styling reminders when customers abandon furniture pieces. Multi-language capabilities greet shoppers in English and French. Training was straightforward: the team uploaded dimension guides, material specifications, and past design consultation transcripts. Within nineteen days the bot went live on their website and mobile app, answering questions about measurements, style coordination, and shipping logistics while escalating complex interior design projects to experienced consultants.
Implementation & Key Benefits
Benefit #1: Design-Focused Cart Recovery
Chatref contacts shoppers forty-five minutes after they abandon items, suggesting complementary pieces and showing virtual room arrangements. Thirty-two percent of those carts now convert, adding approximately one hundred fifteen thousand dollars in monthly revenue. The bot also recommends matching décor accessories and color-coordinated items, raising average order value by twenty-six percent.
Benefit #2: 24/7 Interior Design Assistance
The chatbot responds within two seconds anytime, in two languages. It handles eighty-six percent of inquiries without human intervention, boosting customer satisfaction to ninety-seven percent and slashing support cost per conversation by seventy percent. Homeowners love getting instant help with room measurements, style matching, and furniture placement ideas.
Benefit #3: Seasonal Campaign Performance
During spring home refresh campaigns, Chatref managed six times normal traffic without slowing down. Response times stayed under three seconds, and conversion rates jumped twenty-five percent compared to last spring. Proactive delivery tracking for large furniture cut "Where's my sofa?" calls by eighty-one percent, freeing design consultants to focus on complete room makeover projects.
Results & ROI
Sales climbed forty-three percent, and cart recovery adds over one hundred thousand dollars monthly. Automating routine design questions saves sixty-five thousand dollars in staffing costs each month, paying back Chatref's fee in just six weeks. Customer satisfaction rose from seventy-eight percent to ninety-seven percent.
"Chatref revolutionized our customer experience. We're completing more sales, spending less on support, and our shoppers get expert design advice instantly whenever they browse."
Emma Thompson
VP of Customer Experience, HomeHaven
Key Takeaways
HomeHaven proves how home décor retailers can use AI chatbots to deliver personalized design guidance, recover lost revenue, and delight homeowners—without expanding the support team. Chatref's quick deployment and interior design expertise make customer support automation simple for any furniture and décor business ready to scale smartly.