How PeakActivity Helped a Furniture Retailer Pivot During the Pandemic Through Low-Touch Commerce

Elevating customer experience through emerging technology.

About Our Client.

Despite advances in eCommerce, most furniture sales remain decidedly old fashioned. Sofas and sectionals tend to be big investments requiring the high-touch help of a sales professional. Our long-term partner, a South Florida retail furniture chain, turned to us to evolve this model with low-touch digital experiences that offer customers the same (or better) personalized service they know and trust in stores. When the pandemic struck, we accelerated this initiative, harnessing emerging technology, digital, and staffing solutions to help our partner evolve quickly. The PeakActivity team exceeded expectations, increasing our partner’s online average order value by 200% in just 90 days. 

Building A Virtual Shopping Experience.

When our partnership began, Retail Furniture Chain’s goal was to boost online conversions with a free design services program. In phase one, PeakActivity launched an on-site quiz to help customers identify their style preferences, direct them to furniture they might like, and connect them to a design services pro. 

Customer Interactions: A Quick How-To

Personal Protective Equipment (PPE) Brand struggled with customer service across their social media platforms. The challenge? They lacked the clear communication systems needed to accelerate response times. We delivered a tailored solution, creating and implementing Standard Operating Procedures, and creating a funnel to triage interventions. By engaging with PPE Brand’s audience through proactive outreach and by responding quickly to customer inquiries, PeakActivity produced rapid improvements in social reputation and a dramatic increase in followers and engagement.

Pivoting During COVID-19.

By the start of the pandemic, our furniture retail partner had implemented live chat, assisted digital shopping experiences, online quizzes, custom coupons, and more. Early successes helped the program quickly expand from just one virtual designer to a team of 15-plus, operating online 24/7. It’s since become a vital revenue stream and interest in these services has only continued with the easing of restrictions.

What Customers Say.

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