E-commerce flagship + support agents

Norde Living

A home-goods retailer rebuilt its store and handed first-line support to agents that actually resolve things.

Dark lounge with a low sofa and slatted wall

Client

Norde

Services

E-commerce design, support agents, analytics

Timeline

12 weeks

Year

2024

Tickets resolved without a human

74%

Average order value

+27%

The challenge

Support queues doubled every sale season and the store hid its best products three clicks deep.

Our approach

We redesigned discovery around rooms rather than categories and trained support agents on orders, returns and care guides, with a clean handoff when a person is needed.

The outcome

Three in four tickets close on their own, and baskets are a quarter larger.

Sale season used to be a crisis. This year it was just a good month.

Ingrid Solberg, COO

Next project

Chart what comes next.

Twenty minutes with a partner. You’ll leave with three specific moves for your brand and operations, whether or not we work together.

Book an intro call

See the work

Chart what comes next.

Twenty minutes with a partner. You’ll leave with three specific moves for your brand and operations, whether or not we work together.

Book an intro call

See the work