Over 50% Voice Automation
For Coyuchi, customer experience holds the same priority as the products themselves.
As the original organic bedding brand, Coyuchi has built its reputation on thoughtful sourcing, sustainable materials, and intentional design. That same level of care extends beyond their product to their community, which is why they use Flip.
“The expectation is luxury all around,” said Ella Schultz, Manager of Customer Experience at Coyuchi. “When it comes to customer service, we really bring an attentive, warm, luxurious experience to our customers.”
Coyuchi’s customers don’t just reach out with transactional questions: they ask about materials, care instructions, fit, and how products will live in their homes. Delivering that level of support requires time, context, and consistency.
As demand grew, Coyuchi faced a familiar challenge for values-driven brands: not how to improve customer experience, but how to protect it at scale.
The Challenge: Scaling Without Diluting the Experience
Since 1991, Coyuchi has delivered high-quality products without compromising its approach to organic luxury. Internally, that commitment translated into a highly trained customer experience team designed to provide thoughtful, relationship-driven support.
What Coyuchi needed was a way to create more quality customer interactions, freeing agents from more operational questions so they could focus on meaningful relationships and help customers tailor purchases for their homes. Cultivating a loyal customer base requires attention and care, and at scale, that means being deliberate about where time is spent.
Why Flip: Intentional Automation
Coyuchi partnered with Flip to introduce self-service support for common inbound phone inquiries while preserving seamless escalation for moments that require human judgment.
The goal wasn’t to remove people from the experience.
It was to use them where they matter most.
“We turn to Flip to bridge that gap,” Ella said. “We’re able to provide a more self-service experience for certain questions, and in turn, spend more time focusing on those quality interactions with our customers.”
Putting Time Back Where It Belongs
From the start, implementation was seamless. Over the past two complete months, Flip has automated 53% of Coyuchi’s inbound voice calls, reducing friction for customers while giving the customer experience team more time to focus on complex needs, personalized recommendations, and relationship-building.
Automation has been especially effective across high-volume intents:
- Start Return inquiries: 55% automated
- Where Is My Order (WISMO) inquiries: 65% automated
“The concern was we didn’t want the warmth of our customer service to be sacrificed or go away, but the features that you guys offered were really attractive to what we wanted,” Ella explained. When customer experience carries the same weight as the product itself, consistency is everything.
That consistency carried into close collaboration with the Flip team. While working with Flip’s Lead Customer Success Manager, Stephen Kelly, Coyuchi found a “standout” partnership that exceeded their expectations.
“When you came in, you were offering everything we were looking for. Even now, Stephen’s always helping me customize the experience. It really felt like there wasn’t anything that we wanted that wasn’t possible.”
Coyuchi has been especially impressed by Flip’s flexibility and responsiveness, as well as the team’s ability to translate feedback into system improvements. As Ella puts it, it’s been a “really great experience,” marked by close collaboration and continuous refinement.
The Road Ahead
Coyuchi is excited for the future of implementing new features with Flip and continuing to grow the customer experience for their client base. This year, the team plans to trial SMS customer assistance – extending self-service support while maintaining consistency across channels.
“This is a really easy partnership overall,” Ella said. “It’s only been beneficial from what we’ve seen.”
With Flip, Coyuchi scaled with intention – not compromise.
