About this case: The client is an outdoor furniture seller that ships patio sets, garden sofas and hanging chairs to North America and Europe. We haven’t named it.
Key Takeaways
- The seller ran its phone line and its live chat on two separate systems. It moved both, plus five more channels, into one HeroDash workspace, the practical meaning of omnichannel customer service.
- The seller kept its own human agents. An AI voice agent and an AI chat agent now answer common questions first.
- Missed contacts fell 55%, response speed at peak hours rose 40%, and the seller’s staffing cost fell 12%.
- The seller credits part of the result to advice on how its own support team works, which came from Callnovo.ai during the project.
A customer calls about a garden sofa order. The human agent who picks up has the phone system in one window and the chat tool in another. If the same customer wrote in by chat yesterday, that conversation is in the other system.
This was the seller’s setup before 2024. It sold into North America and Europe from a different time zone, in several languages, and its staffing cost was climbing.
Two systems, one support team
The seller came to us with four problems: the time difference with its customers, the number of languages it had to answer in, a rising cost of support staff, and channels that didn’t connect to each other.
The last one made the other three harder. Phone ran on a standalone phone system. Live chat ran on a separate chat tool. Each had its own queue and its own history.
What we changed: from two tools to an omnichannel contact center
Phone and chat moved onto HeroDash
The seller began the switch in 2024. The hardest part was the phone numbers: the overseas carriers that supplied them slowed the migration more than once, and our team worked through those problems with the carriers. The live chat channel was adjusted to the seller’s requirements before launch. The business kept running during the changeover.Seven channels in one workspace
Phone, email, SMS, live chat, Facebook, TikTok and WhatsApp now arrive in the same HeroDash workspace. The seller also added a click-to-call button on its website, so a visitor can talk to the support team from the browser.AI answers common questions first
An AI voice agent answers calls and an AI chat agent answers chats around the clock. Email runs on templates and automated flows.Order lookup inside the workspace
HeroDash is connected to the seller’s ERP. A human agent checks order status in the same place the conversation is open.During the switch we kept running into obstacles with overseas number carriers. Your team stepped in and solved them, actively and professionally.
The client, outdoor furniture seller, in a letter to the HeroDash team (translated from Chinese)
What we told them about their own team
This is the part of the project that isn’t software.
Callnovo.ai runs support teams for a living. Over more than half a year on this account, we pointed out changes the seller could make to how its own human agents work. The platform backed this up: HeroDash distributes work across the team and reviews it.
The seller described it this way:
You brought your core business to the project: managing support staff. Along the way you gave us practical suggestions that helped us manage our own team better.
The client, outdoor furniture seller, in a letter to the HeroDash team (translated from Chinese)
Results
Outdoor furniture seller: what changed
During one peak-season promotion in this period, the seller’s sales were 35% higher than in the same promotion a year earlier.
HeroDash meets what our business needs. Whenever we ask for support or a change, your team responds quickly, professionally and thoroughly. That gives us real peace of mind.
The client, outdoor furniture seller, in a letter to the HeroDash team (translated from Chinese)
When this setup is more than you need
Seven channels, two AI agents and an ERP connection are worth setting up when customers reach you in several ways and your team loses contacts at busy times.
If nearly all your customers use one channel and you get a few dozen contacts a day, two simple tools will do. If your phone numbers are tied to a carrier contract you can’t leave yet, plan the migration around that date. And if your contacts are being missed because nobody is on shift, a new platform won’t fix it. You need people in those hours.
Three questions to ask before you pick cloud contact center software
- Who supplies your phone numbers today, and what does it take to move them?
- When the same customer calls and then chats, can one human agent see both conversations?
- Does the supplier only install the platform, or will it also tell you what it sees in how your team works?
This seller runs its support on HeroDash, with HeroVoice answering calls and HeroChat answering chats first. Callnovo.ai also staffs ecommerce support teams for sellers who don’t want to run their own. We covered how to decide which contact gets handled first in our guide to ticket triage.
Sources
- HeroDash, outdoor furniture seller case (WeChat, in Chinese), September 2025
Performance metrics reflect results from a Callnovo.ai partnership. Client identity withheld. Client quotes are translated from a letter written in Chinese.