Case Study: Bob’s Discount Furniture achieves fewer support requests and higher customer satisfaction with Yotpo

Bob’s Discount Furniture Elevates Customer Experience With AI

Bob’s Discount Furniture, a 25+-year-old omni-channel retailer with 100+ stores and a fast-growing eCommerce business, faced a new problem after collecting tens of thousands of customer reviews: shoppers were overwhelmed by volume and the company needed a way to surface relevant review content and analyze feedback at scale to spot trends and issues.

Bob’s implemented Yotpo’s AI-powered Smart Filters (NLP-driven on-site review filters) and Insights (sentiment/topic analytics). The filters improved mobile review discovery, engagement, and conversion, while Insights revealed a missing product-dimension issue that led to redesigned product pages—raising sentiment around “size,” reducing dimension-related support requests, and increasing overall customer satisfaction.

Bob’s Discount Furniture

Scott Perry

VP, Executive Director of Digital and Omni-Channel Experience