Will this actually bring returns down?

We will not put a figure on it before you have your own. What we can say is where returns in this category come from. They are mostly surprises rather than faults, and a live call is the only point in the journey where somebody can put a tape measure on the piece and show the fabric in real light before it ships.

We already have 360 views, swatches and dimensions on the page.

Those answer the questions a buyer knows how to ask. A call answers the one they cannot phrase, which is whether this particular piece is right for their particular room. That question is why they were going to visit a store.

Our stock sits in a warehouse, not a studio.

That is where the call should go. The agent app runs on a phone, so the call reaches whoever is standing next to the piece, and a warehouse aisle with the real thing in it beats a rendered room.

Our catalogue runs to thousands of SKUs. Staff cannot know all of it.

They do not need to. The expert arrives already knowing which product the shopper is looking at and what is in their cart, so the call starts at the piece rather than at the beginning.

FURNITURE & HOME

Sell furniture online without selling it twice

Shoppers tap Live demo on your product page. Your expert shows the fabric in real light, puts a tape measure on the piece, and adds the right one to their cart.

See how it works

An expert showing an upholstered bed to a shopper on a live call

LIVE08:12

Kingsley BedNavy velvetAdd to cart

A returned sofa costs more than a lost sale

Every other category loses the order. In furniture you lose the order, the delivery, the collection and the margin on a piece you can now only sell as second-hand.

A return costs you twiceReverse logistics on something that needs two people and a truck, and then a piece that has been in someone's home and cannot go back on the shelf at full price.
Most returns are surprises, not faultsThe fabric felt different. The scale was wrong for the room. The colour was not the colour on the screen. None of that is a defect, and all of it lands on you.
The people who prevent it cannot reach an online buyerYour showroom staff talk someone out of the wrong size every day. On the website nobody is standing there to do it.
Abandonment concentrates on your best marginSmall items convert on their own. The expensive piece is the one that sits in the cart while the buyer goes looking for a store that has it.

What your expert does in eight minutes

Every question that turns into a return, answered while the piece is still in your warehouse.

A tan leather sectional styled in a living room, the kind of piece an expert walks a buyer through on a call

Shows the fabric up close and in normal room light rather than studio light
Puts a tape measure on the piece, so scale stops being something the buyer has to imagine
Walks the finish, the joinery and the underside, which no product photograph shows
Talks through delivery, assembly and whether it will turn the corner of a staircase
Adds the right configuration to the cart, so the piece they checkout with is the one they saw

What furniture brands ask us

Will this actually bring returns down?
We will not put a figure on it before you have your own. What we can say is where returns in this category come from. They are mostly surprises rather than faults, and a live call is the only point in the journey where somebody can put a tape measure on the piece and show the fabric in real light before it ships.
We already have 360 views, swatches and dimensions on the page.
Those answer the questions a buyer knows how to ask. A call answers the one they cannot phrase, which is whether this particular piece is right for their particular room. That question is why they were going to visit a store.
Our stock sits in a warehouse, not a studio.
That is where the call should go. The agent app runs on a phone, so the call reaches whoever is standing next to the piece, and a warehouse aisle with the real thing in it beats a rendered room.
Our catalogue runs to thousands of SKUs. Staff cannot know all of it.
They do not need to. The expert arrives already knowing which product the shopper is looking at and what is in their cart, so the call starts at the piece rather than at the beginning.

Encrypted callsEvery session is encrypted in transit and at rest.
GDPR-readyConsent-first, with data-residency options.
PCI-safe checkoutPayment links handled the secure way, never on the call.

The piece they saw is the piece that arrives

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