Founded in 2016, Polysleep is a Canadian company that offers exceptional products at a competitive price while contributing to the local economy and reducing the overall environmental impact. Business is run exclusively online, and being in tune with customers’ needs lies at the heart of the company’s values.
The local brand stands out namely by allowing users to be actively involved in improving the products via feedback and shared personal experiences. To dedicate this level of care to its customer service while receiving hundreds of questions every day, Polysleep requires tools that are just as reliable as the team using them.
With its claim of unrivaled quality and thousands of happy customers, Polysleep’s customer service team is kept busy. Among other things, Polysleep offers a 100-night trial on all its mattresses and, should customers choose to return a mattress, the company donates it to a local charity. However, these commendable standards come with a lot of additional dealings and phone calls.
On top of the regular daily questions from current and potential customers, Polysleep agents need to be contacting dozens of charitable organizations to coordinate returns as well as handling courtesy calls following every purchase.
A user-friendly phone system quickly became a must for making the support team’s daily lives manageable.
Tackling the challenge with CloudTalk
To remain on track with prioritizing the customers' needs and expectations, there was a definitive need to find a new phone software vendor that could cover Polysleep’s customer support team requirements.
The main problem Polysleep faced with its previous phone provider was not being able to properly keep track of which client, prospect, or charity organization they’d already been in touch with. And as the number of callers who needed to be handled dramatically increased in line with the company’s growth, a phone solution that could integrate with Polysleep’s current CRM, Gorgias, was crucial.
A final dominant pain point was the process of changing or editing the IVR system. When using the IVR provided by the former vendor, it required several phone calls and emails—and a lot of trial and error—until the IVR was finally ready.
The key requirements for the new software were clear:
After several months of relying solely on CloudTalk, Polysleep has found the software to be irreplaceable. In the past month alone, the team has spent 4,000+ minutes on inbound and outbound calls, and they’ve made 1,300+ client calls using four phone Canadian numbers.
The native integration with Gorgias has visibly streamlined processes in the customer support department. Since agents began using aftercall work and all information is now logged into their CRM, the overall orientation has been a breeze. On top of that, agents can always access the call recordings for a full conversation overview in case there aren’t enough written notes available.
A surprisingly handy feature has been the Click-to-call extension, which allows team members to dial a phone number directly in Gorgias—without switching the platform or manually typing the numbers into a phone.
In general, the software has made keeping track of all tickets (including phone queries) much easier. This validates one of CloudTalk’s top benefits: the absolute and total logs that clients get.
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