How Cloudpillo Serves Customers Faster and Converts Better Without Growing Their Team
Cloudpillo is a European e-commerce icon redefining the sleep industry. Their first product, the cloudpillo original (a pillow that can be adjusted by removing foam), was an instant hit. Now they have expanded beyond pillows, also offering mattress toppers and boxsprings. With a large and dedicated CX team, they set out to transform customer experience without exponentially scaling their workforce.
The Challenge
Cloudpillo teamed up with Minimal to address a pressing challenge: "How do we serve customers faster and convert them better, without exponentially growing our team?" Sleeping products are personal, and customers expect personal advice on what type of pillow or mattress topper is best for them. Slow or inaccurate responses can be detrimental for conversion.
They started a rigorous selection process, comparing multiple vendors and AI capabilities across all channels (email, chat, and socials). Where Minimal stood out was the simplicity of the platform, says Ietje (Cloudpillo's Head of Support). "Where other vendors relied heavily on active involvement and endlessly going back and forth, I can set up the AI Agents myself, just by talking to the AI Manager. It's really easy."
"Where other vendors relied heavily on active involvement and endlessly going back and forth, I can set up Minimal's AI Agents myself, just by talking to the AI Manager. It's really easy."
- Ietje Raugh, Head of Customer Support
The Solution
Minimal's AI Agent integrated seamlessly with Cloudpillo's tech stack, including Gorgias for support tickets, Shopify for order management, Returnista for returns processing, and Monta for fulfillment operations. The solution delivered two game-changing capabilities:
Enhanced Sales Through Product Expertise: The AI Agent became a product specialist, automatically identifying customer sleep preferences and recommending the optimal pillow. It explained technical differences like the Original's customizable memory foam filling, the Plus's shoulder cutout design for side sleepers, and the Recharge's dual-chamber system with temperature regulation, converting inquiries into informed purchases. Crucially, the AI Agent maintains a human tone of voice and level of empathy, ensuring customers feel heard and understood throughout their interactions.
Streamlined Training with AI Manager: The breakthrough feature was the AI Manager for team training. Instead of complex documentation, Ietje could simply converse with the AI Manager in natural language, explaining nuanced return procedures for different product combinations. The AI learned contextually—understanding when a customer needed Returnista processing versus direct Monta coordination, or when Shopify order modifications were required before initiating returns.
Ietje explains: "The AI Manager transformed our training process completely. I could explain complex scenarios conversationally, and it would understand the context immediately. Training new agents went from weeks to minutes."
The Results
Since implementing Minimal's AI Agents, Cloudpillo has achieved outstanding operational improvements:
- Hundreds of automated tickets weekly: The AI Agent now resolves complex product inquiries and return procedures automatically, also in evenings and weekends
- All-time high CSAT scores: Customer satisfaction reached peak levels despite handling significantly more volume
- Focus shift from cost center to growth lever: CX transformed from expense to revenue driver, enabling strategic business growth and reduced costs
The AI Agent's deep integration with their entire tech ecosystem means customers receive instant, accurate assistance whether they're comparing pillow models, exploring mattress toppers, tracking orders through Monta, or initiating returns via Returnista—all while maintaining the personal touch that made them the fast growing E-commerce company they are.
Published on 29-7-2025 by Niek Hogenboom