spotBefore AskSpot
A showroom, a phone line, and furniture questions that never keep office hours
Moderno sells big-ticket furniture — beds, bunk beds, children’s rooms, wardrobes and mattresses — where a single answer can decide the purchase: which mattress fits a 180×80 frame, whether the Derby wardrobe takes extra shelves, how long a made-to-order piece really takes to arrive.
Much of that demand arrived in the evening, at the weekend, or by phone when no one could pick up. The same questions — delivery timing, sizing, stock, order changes — repeated across every channel, and each one needed a person to answer before the shopper drifted away.
Support channels
3
Busiest for chat
After hours
Most-repeated question
Delivery
Cover outside opening hours
None
Rollout
How they rolled it out
Moderno runs a single agent — the AI Sales Agent — wired to three sources so it answers from live data, not a static FAQ: the product catalog, the order and delivery system, and Moderno’s own policies.
Step 01
Catalog & sizing connection
Product discovery and fit
The 4,000+ item catalog with its size and material attributes, so the agent recommends by dimension and untangles listings like the 180×80 / 90×200 mix-up.
What shoppers ask
- Which mattress fits a 180×80 bed?
- Can I add shelves to the Derby wardrobe?
- Does the Concept wall bed come assembled?
Step 02
Order & delivery data
Delivery timing and status
Live lead times and order status from Moderno’s systems — so “when will it arrive?”, the single most common question, is answered from the warehouse, with made-to-order pieces flagged at 3–5 weeks.
What shoppers ask
- Do I really wait 3–5 weeks for this bed?
- Where is my order?
- Can you deliver to my address?
Step 03
Policies & promotions training
Discounts, pickup and changes
Trained on Moderno’s own policies — the −3% newsletter code, showroom pickup, colour changes and cancellations — so a post-sale change no longer waits for the phone line to open.
What shoppers ask
- Do you have a discount code?
- Can I change the colour to Kronos?
- Can I see it in the showroom first?
From real conversations
What Moderno shoppers actually ask
Delivery and timing top every other question — when a piece is made to order, “when will it arrive?” matters as much as the price. Sizing, specs and product advice together are more than half of everything shoppers ask before they buy.
Based on 1,303 tagged conversations over 30 days · about 8 messages each · 37% arriving outside business hours.
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