Founded in 1996

40,000+ trade customers

100+ global manufacturing partnerships

Headquartered in Austin, Texas

Serves designers, retailers, hospitality and commercial buyers

Four Hands is a leading wholesale furniture company serving designers, retailers, hospitality, and commercial buyers across North America. With more than 6,000 styles and 2,000 new products launching every year, curation is everything. Every piece is chosen with intention, every collection tells a story, and customers expect the digital experience to reflect that same standard.

As the business scaled, the gap between brand and experience widened. Search lacked relevance, personalization was minimal, and merchandising updates required developer involvement, making it harder to deliver the inspired, effortless discovery the brand promises.

With Coveo, Four Hands built a stronger foundation to close that gap. Search, personalization, and merchandising now give the team the freedom to curate at scale and customers an online experience as thoughtful and considered as the collections themselves.

As ecommerce continued to grow, Four Hands wanted its digital experience to reflect the same elevated, curated experience customers expected from the brand. “We’re not just selling furniture,” says Laura Ogden, Senior Digital Merchandiser at Four Hands. “We’re selling lifestyle and inspiration.”

With thousands of products and constant new launches, discovery is a critical part of the customer journey. Four Hands wanted a more intelligent and personalized approach to search and merchandising that could better support inspiration-led buying, improve product discovery, and create a stronger foundation for future personalization and AI-driven experiences.

Limited Search Relevance
Search and category page relevancy relied on a home-grown internal algorithm with limited flexibility, which meant searches often surfaced irrelevant products. A search for “coffee table,” for example, might surface coffee-colored upholstery instead of actual tables. Product names with unusual spellings, common across Four Hands’ collections, frequently returned zero results.

Manual Merchandising Workflows
Four Hands’ existing system offered limited merchandising controls, and many changes required manual work and developer support. Understanding what was actually working required layering filters in Google Analytics, often for limited payoff. Teams had little ability to quickly adjust product visibility or optimize experiences as business needs changed.

No Personalization or Recommendations
Four Hands lacked AI-driven personalization and recommendation capabilities. Every customer saw the same experience regardless of who they were, how they had engaged before, or what had brought them to the site. Without recommendations, opportunities for inspiration and product discovery were limited. For a brand built on curation, that was a significant gap.

Four Hands turned to Coveo to modernize search, merchandising, and product discovery across its ecommerce experience. Search relevance was the top priority, but the deciding factor went beyond functionality.

During the selection process, Four Hands asked each vendor the same question: is this platform fully baked, or is it still evolving? “We wanted to know, are you going to keep exploring? Or are you done?” Coveo’s answer, and how they showed up throughout the evaluation, made the difference. “We wanted a platform we could grow with,” says Ogden. “One that was always evolving and exploring what’s next.”

Coveo also gave Four Hands the flexibility to support complex customer segmentation and B2B pricing structures while continuing to scale personalization and merchandising experiences. Additionally, unlike the previous static system, Coveo’s AI-powered search continuously improves relevance by learning from customer behavior and intent.

Since launching Coveo in March 2025, Four Hands has seen meaningful gains across search performance, merchandising agility, and revenue.

• Stronger Search Performance
  Search evolved from a functional tool into one of the strongest drivers of discovery, engagement, and revenue across the business. Search conversion rates increased by 26%, while improved relevance and typo tolerance helped customers find products more intuitively, even when searches didn’t exactly match product names or descriptions. Today, zero-result searches remain under 1%, creating a smoother and more efficient discovery experience. The shift was immediately noticeable to customers, creating a smoother and more intuitive discovery experience across the site.
• Revenue Impact Across Discovery
  The share of orders influenced by search grew from 74% to more than 80%, demonstrating search’s growing role in helping customers discover and purchase the right products. For digitally-led businesses, the ability to surface the right product to the right buyer at the right moment has a direct line to revenue.

• Higher Average Order Value
  Improved discovery and AI-driven recommendations contributed to a 19% increase in average order value.
• More Relevant Product Discovery
  Before Coveo, Four Hands had no recommendation capabilities. Today, AI-driven recommendations help customers discover complementary products and collections throughout the shopping journey, creating more opportunities for inspiration and cross-category exploration.
• More Connected Campaigns
  One of the most immediate operational wins was the ability to link merchandising efforts directly to marketing campaigns. By leveraging audience-based promotional URLs for email outreach and pinning featured items for homepage highlights, the team ensures that customers land exactly on the products that first captured their attention.
  This integration creates a more seamless journey from inspiration to checkout, allowing marketing, merchandising, and discovery to operate in concert and in real time.

The impact on Four Hands’ internal teams has been just as significant as the customer-facing results.

Before Coveo, the merchandising team operated in relative isolation. Without the ability to act quickly on data or adjust product visibility without developer support, cross-functional requests often hit a wall. Reporting meant filtering through Google Analytics for answers that were hard to find and slow to act on.

Today, that’s changed. The Coveo Merchandising Hub puts a visual, drag-and-drop interface in the hands of the team, making it easy to boost, bury, and apply business rules on top of AI discovery experiences, with no developer support needed. Campaigns can be stood up and adjusted in real time, and decisions are backed by analytics that the whole team can see and act on.

That access changed the team’s dynamic with the rest of the business. Merchandising, product, and marketing now work from shared data instead of around each other. “Before, there was a lot of saying no,” says Ogden. “Now it’s: yes, we can do that, and we have the analytics to support it.”

A year into the partnership, Four Hands is moving from implementation to optimization. As its ecommerce strategy continues to evolve, the team is expanding personalization, audience targeting, and A/B testing to create more tailored experiences for designers, retailers, and commercial buyers. “We really want to start to test and assess,” says Ogden.

Recommendation experiences are also expanding. Carousels currently drive lower traffic volume than search or product listing pages, but they carry notably higher average order value, which is exactly why Four Hands is extending them to the cart and homepage.

Looking ahead, conversational discovery is a key area of focus. “We do have an appetite for conversational search,” says Ogden. As customer expectations continue to shift, adopting Coveo’s conversational experiences is seen as the natural next step toward more intuitive, intent-driven buying journeys.

Discovery is no longer viewed as a static ecommerce function. It’s a growing part of how the brand delivers on its promise. And with Coveo, the foundation is in place to keep building.