Context
Muebles El Bosque is an Ecuadorian chain known for high‑quality home furniture. Until 2023, most digital sales flowed through its website, but results were underwhelming: low conversion rates and high cart abandonment.
For high‑ticket products where personalized advice is crucial, the web experience fell short of replicating the support of a physical showroom. The company needed a strategy to preserve its consultative sales approach in a more efficient digital environment.
The challenge
The challenge was to bring assisted, consultative selling to the digital channel without overloading the sales team: turning more digital traffic into high‑value sales, providing personalized advice on materials, measurements and financing, and unifying communication and post‑sale follow‑up in a single, easy‑to‑use channel.
The ultimate goal was to make the online experience feel as reliable as visiting a physical store.
The solution
With Jelou's support, Muebles El Bosque implemented a conversational ecosystem in WhatsApp that brought the showroom experience into chat: an interactive catalog with product sheets, photos and videos; an intelligent agent guiding customers on materials, measurements and financing plans; and secure payments and delivery coordination, without leaving WhatsApp.
Production and dispatch tracking was also automated, with real‑time notifications for customers. The sales team gained instant access to conversion and average‑ticket metrics.
Results
USD 360,000 in sales generated solely through WhatsApp in 2024; 150 high‑value furniture items sold via chat, vastly outperforming traditional e‑commerce; and 6× conversion compared to the website, positioning WhatsApp as the leading channel, with over 80% of digital sales.
WhatsApp became not only a sales channel but also a space for personalized advice that reproduces the closeness of a physical store.
