Loamwood Asheville, North Carolina
Loamwood answers the delivery question in 38 seconds
A sofa brand with a two-week freight leg and a team buried in “is it still coming.” How Loamwood moved its first reply from 19 hours to under a minute, and what the team does with the time.
38 sec
median first reply on delivery questions, down from 19 hours
71%
of delivery threads closed without a person
11
weekend damage claims cleared by Tuesday noon
Loamwood makes sofas and sectionals in a workshop outside Asheville and ships them across the country on a two-week freight leg. Most of its customers wait ten to fourteen weeks for a sofa, and for the last two of those weeks, they write. A lot.
Before
When Avery Ambrose joined as director of customer experience in 2024, her nine-person team was answering about 2,300 conversations a month. Just under half were some version of “is it still coming.” Each one meant opening the order system, finding the freight booking, logging into the carrier’s portal and translating a terminal scan into a sentence. Weekends piled up. By Monday morning, the median first reply on a delivery question was 19 hours.
“The worst part was that the damage claims got buried,” Avery says. “Someone with a cracked frame was waiting behind forty people asking about Thursday.”
Setting the line
Loamwood connected its storefront, its order system and two carriers in an afternoon. For the first week, Porchlight drafted every delivery reply and an agent approved it. Avery’s team rewrote about one in eight in that week, mostly to make them shorter. By the second week they were approving without edits, and delivery questions went live on their own.
Damage claims never did. Loamwood set its confidence line for claims at 100%, which means every claim goes to a person, with the photos, the order and the clause from the warranty already attached.
After
The median first reply on a delivery question is now 38 seconds, around the clock. Seventy-one percent of delivery threads close without a person touching them. The remaining 29% are the interesting ones: a missed window, a customer who needs to move a date, a crew that called the wrong number.
And the claims get worked first. Every Tuesday by noon, the team has cleared the weekend’s damage claims, eleven on an average week, each in a single reply.
We did not lose a single person. We stopped losing Mondays.
Loamwood is on the Parlor plan with both of its carriers and its warranty registry connected.
Leave the light on tonight
Connect your storefront and one carrier this afternoon. Porchlight drafts tonight’s answers for you to approve in the morning.