About Tumble
Justin Soleimani and Zach Dannett started Tumble Rugs to bring a fresh, customer-centric approach to an industry that’s remained stagnant for centuries. Tumble has enjoyed consistent growth for the past several years as the organization has separated itself from the pack through an emphasis on customization and customer service. Recognizing a change in the e-commerce industry both Justin and Zach started exploring AI solutions that could vertically optimize their business.
Tumble’s Goals
One of Tumble’s core principles is to offer customers personalization or customization on every order. It employs a large customer support team to take on this task, but the team works during Eastern time hours and can’t always be available for the end user. Tumble set out to find a user-friendly AI solution capable of handling customer inquiries 24/7 with complete accuracy and security.
“The only thing the customer typed in was “Spaghetti Stain,” just these two words and the GPT replied with, “We know that this is a big problem,” and “This is how you clean spaghetti stains off a Tumble rug.” It kind of blew my mind.”
Rachel Chen
Director of Strategy and Marketing at Tumble Living
Tumble’s Approach
Tumble began its CustomGPT.ai journey by embedding an FAQ agent right onto the home page of the website. This immediately led to a downturn in customer support tickets and Tumble started to explore new use cases. Another application Tumble wanted to explore was a size guide agent for customers unsure if their rug would fit inside their washer.
By uploading a spreadsheet of washer brands and models, the chatbot could instantly provide advice. The agent was customized to match the brand and Tumble has created first size guide AI agent for rugs. Down the line, Tumble also planned to use CustomGPT.ai’s search generative capabilities to turn FAQs into a live chat with highly relevant responses.
Tumble’s Results
Tumble’s customers and staff were blown away by the capabilities of CustomGPT.ai and the created AI agents. Rachel Chen, director of strategy and marketing has been reading through Tumble AI’s easily accessible chat logs, a goldmine of customer intelligence, to find out how the bot has been performing. The team is finding the bot is providing incredible responses and is continuing to refine and add better prompts. Through the integration of CustomGPT.ai, Tumble has deflected hundreds of customer support tickets, learned new insights on its customer bases, and created the first AI size guide in the industry.
We can see how many queries are happening in real time. These are from customers who would have reached out to CS or our customer service team. Each of these customers is spending 10 minutes speaking to our CustomGPT.ai agent rather than our support team and recieving the exact same information.
Rachel Chen – Director or Marketing and Strategy at Tumble
To see Tumble’s AI size guide in real time go to https://www.tumbleliving.com/pages/size-guide
