Case Study: Kit Out My Office achieves higher conversions and bigger orders with Olark

How live chat helped this British company extend from manufacturing into eCommerce

Bluespot Furniture’s online arm, Kit Out My Office, transformed a long-standing UK office-furniture manufacturer into a direct-to-consumer eCommerce business. The challenge was competing against B2B-led rivals who use industry jargon, while also supporting complex, time-sensitive orders and offering next‑day delivery—all without losing the human touch customers needed to feel comfortable buying furniture online.

Kit Out My Office implemented Olark live chat to give one-on-one guidance, answer presale and delivery questions, and smoothly hand larger projects offline to the sales team (with Mailchimp follow-ups for unconverted leads). The results were strong: 50% of offline orders are triggered in chat, chat visitors convert 13.86% more often, and chat-driven orders have a 74% higher average order value—helping the company win larger projects and maintain a clear competitive advantage.

Kit Out My Office

Gareth Jones

Digital Marketing Manager