The Story
Bensons for Beds has been selling beds and mattresses for over 70 years across 170+ UK stores. But buying a mattress online is tricky—customers want to test, feel, and get expert advice before committing to such an important purchase.
They implemented live video consultations, connecting online customers directly with in-store experts. Customers could click a button to see real-time product tours and get personalized recommendations.
The results were immediate: their first sale came within one hour of launch. AOV jumped 20% in that first hour, and they achieved a 4.7/5 customer satisfaction score. Returns dropped significantly as customers made more informed decisions.
The entire implementation took less than two weeks, launching just in time for Black Friday. Within 6 months, Bensons had already seen ROI—proving that even high-consideration purchases convert better with live expert guidance.
"By offering real-time consultations and showcasing product features, Bensons for Beds lowered product returns and achieved impressive satisfaction scores."
— Emplifi Case Study