Case Study: Ashley Furniture HomeStore achieves frictionless customer communication and faster payments with Podium

Ashley Furniture hangs up on communication problems

Ashley Furniture was struggling with customer communication: traditional sales calls kept shoppers on hold and salespeople tethered to voicemail, and ad-hoc texting exposed reps’ personal numbers and lacked oversight. The retailer had already been using Podium to send review invites—seeing a 10–12% increase in foot traffic from Podium’s Reviews tool—which prompted Ryan Levitz, Director of Business Innovation, to look to Podium for a broader solution.

Podium implemented a central Podium Inbox and messaging tools that consolidated Facebook, Google, and SMS conversations, plus Podium Payments for text-based transactions, so any staff member can pick up a chat and complete orders. The result: frictionless, real-time customer service with 20,500 unique messaging conversations in the last 12 months, 18,500 reviews collected, and $3.8M processed via Podium Payments—clear boosts in customer satisfaction, sales efficiency, and in-store traffic.

Ashley Furniture HomeStore

Ryan Levitz

Director of Business Development