Case Study: Jane Clayton & Company achieves streamlined bespoke ordering and faster customer responses with Olark

How Jane Clayton makes bespoke ordering easy with live chat

Jane Clayton & Company, a 50-person bespoke interiors firm founded in 1979, launched an online shop in 2013 to sell made-to-measure furnishings but faced the challenge of reproducing high-touch customer service for complex, customizable orders and international inquiries. With many products available elsewhere, the company needed a way to be highly contactable to differentiate itself and help customers through specification, stock and delivery questions without losing sales.

The team added Olark live chat—quick to set up and requiring only minimal training—which let shoppers ask about manufacturing options, stock and drop-shipping while continuing to browse. Chat reduced hold times, made it easier to serve non-native English and overseas customers, produced transcripts to build FAQs, and increased the number of inquiries handled per staff member, boosting efficiency and helping develop international sales.

Jane Clayton & Company

Jane Clayton

Founder