Sur La Table Serves Up $16M+ in Annual Revenue Through Guided Shopping

Situation

Cooking can be an incredibly rewarding hobbies, but building the right kitchen can feel surprisingly overwhelming. Whether someone is outfitting their first apartment, preparing for holiday entertaining, perfecting homemade pasta, or investing in cookware that will last for years, every purchase comes with questions about quality, performance, and what will actually fit their lifestyle.

For more than 50 years, Sur La Table has helped home cooks answer those questions. Through carefully curated products, culinary expertise, and hands-on education, the brand has built a reputation as a trusted destination for anyone looking to cook with more confidence.

That same breadth of assortment, however, creates complexity online. With thousands of products spanning cookware, bakeware, cutlery, small appliances, coffee equipment, and kitchen tools, shoppers often know what they want to accomplish in the kitchen but aren't always sure which products will help them get there. When many of those purchases are intended to last for years, customers want more than product specifications — they want trusted advice before they commit.

Solution

With Remark, Sur La Table brings the expertise of its in-store experience directly into the online shopping journey. Instead of navigating countless product pages feeling confused, shoppers can describe what they're cooking, what they already own, their experience level, and what matters most to them, receiving personalized recommendations that reflect their individual needs.

Someone shopping for their first chef's knife can understand which style best fits their cooking habits. A home baker can compare stand mixers based on how often they'll use them. A customer replacing worn cookware can learn whether stainless steel or cast iron is the right choice for the meals they prepare most often. Even gift shoppers can receive thoughtful recommendations without needing to be kitchen experts themselves.

By making trusted product expertise available exactly when shoppers need it, Remark transforms a potentially overwhelming purchase into a confident decision. Every conversation reflects the elevated and informative approach Sur La Table has always been known for, helping more customers feel confident in both what they buy and what they'll create once they bring it home.

Results

By connecting shoppers with the right products through personalized conversations, Sur La Table makes it easier for customers to invest in tools they'll enjoy using for years. That confidence translates directly into stronger business outcomes. Conversations powered by Remark achieve a 17% chat conversion rate while maintaining a 95% customer satisfaction score, and together, those conversations generate more than $16M in annual chat-driven revenue.

For Sur La Table, the impact extends beyond any individual purchase. Every conversation reinforces the brand's longstanding commitment to helping people cook with confidence, bringing the trusted expertise customers expect from its stores into every online shopping journey.