Case Study: Comfort Works achieves scalable customer service and reduced inquiries with Zoovu

Comfort Works seamlessly scales customer service with zoovu

Comfort Works, an Australian online retailer of replacement sofa covers for brands like IKEA and Pottery Barn, faced a rising volume of customer inquiries because many shoppers lacked the product knowledge to select the right cover. To reduce support load, semi-automate the buying journey, and better educate customers, Comfort Works turned to Zoovu and its AI Conversational Commerce platform, deploying a Zoovu digital assistant on the site.

Using Zoovu, Comfort Works launched an interactive assistant with configurable conversation flows and reporting to continually optimize performance. The Zoovu assistant drove measurable impact—80% of shoppers who used it completed the conversation and 60% clicked on a recommended product—resulting in fewer customer service requests and higher-quality, better-informed contacts.

Comfort Works

Sarah Blassy

Product Manager