How Burrow uses customer predictions to drive intelligent growth

Burrow is an innovative furniture brand founded in 2016. From starting out with thoughtfully designed modular couches to recently expanding their offerings to shelving, coffee tables, and even rugs, they have continuously pushed to understand their customers and cater to their needs.

The goal

Burrow wanted to personalize its customer journey to drive better conversion rates and more purchases as they expanded their product lines.

The challenge

Like most companies, Burrow had a cold start problem: they knew a lot about their current customers, but very little about brand new customers or potential customers who had signed up for their newsletter.

Faraday + Iterable

Enter Faraday + Iterable. With Faraday’s Identity Graph, the Burrow team suddenly had access to 1,500+ data points on almost every adult in the US they could combine with their contact data. And with Faraday’s AI tools, the team could identify the patterns and trends of their customers to build segments of leads who looked just like them.

All of these insights then flow directly to Iterable, where their automated journeys enable customer engagement across multiple channels with minimal manual effort. By leveraging automation, informed by Faraday, Burrow delivers timely, relevant content that enhances the customer experience while saving time and resources.

The results

By partnering with Faraday, Burrow was not only able to know what all of their leads looked like, but which looked like customers who had taken specific actions in the past—whether it was to purchase from a specific category, spend a certain dollar amount, or even prefer a specific color couch over another.

In this way, the Burrow team could engage leads who previously only had provided an email address and deliver highly tailored messaging that matched their consumer profile, with suggested products based on what they were most likely to care about.

All of this messaging was delivered with Iterable, which ensured it was delivered at the right time, and by the right channel for an optimal engagement experience.

With Faraday + Iterable, Burrow is building a predictive customer experience that makes it enjoyable for everyone to shop—whether you’re a repeat customer or simply signed up on the newsletter.