Customer story

Putting Polysleep’s Customer Support Troubles to Bed

Polysleep is a premier sleep technology company that offers innovative and customizable sleep solutions designed to enhance the quality of rest for individuals of all sleep preferences and needs. With a focus on advanced materials and personalized comfort, Polysleep aims to revolutionize the sleep experience for everyone.

What did Polysleep achieve with CloudTalk?

1,300+

Inbound and outbound calls

4,000+

Minutes on the phone with clients

4

Phone numbers

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Introduction

Founded in 2016, Polysleep is a Canadian company that offers exceptional products. Business is run exclusively online, and being in tune with customers’ needs lies at the heart of the company’s values. Polysleep requires tools that are just as reliable as the team using them to dedicate this level of care to its customer service.

Solution

Polysleep’s customer service team is kept busy by managing daily inquiries, logistical coordination, and charitable contacts. They sought a solution that integrates reliably with Gorgias CRM, offers easily accessible call recordings, and allows for straightforward setup of IVR systems and call flow scenarios editable by the team. A user-friendly phone system became essential to streamline their daily operations and support team efficiency.

Results

After several months of using CloudTalk, Polysleep has found the software indispensable. The integration with Gorgias has streamlined customer support processes, making it easy to log all information into their CRM. With access to call recordings and efficient ticket tracking, CloudTalk has significantly enhanced their customer service capabilities.

How CloudTalk Helped Polysleep Streamline Its Processes

Polysleep, a leading innovator in sleep technology, has greatly improved its operational efficiency and customer satisfaction by adopting CloudTalk, a versatile communication platform. By harnessing CloudTalk’s capabilities, Polysleep has streamlined its customer support processes, ensuring faster response times and seamless interaction channels. This transformation has not only enhanced Polysleep’s ability to provide exceptional service but has also contributed to higher customer retention rates and improved operational agility.

Issues That Led Polysleep to CloudTalk

Polysleep’s customer service team stays busy managing a 100-night mattress trial and coordinating charitable donations. Efficiently handling daily inquiries and charity logistics lead them to choose a manageable and user-friendly phone system from CloudTalk.

How CloudTalk Revolutionized Polysleep’s Customer Support Efficiency

Polysleep has found the software to be irreplaceable. Since agents began using aftercall work and all information is now logged into their CRM, the overall orientation has been a breeze. A surprisingly handy feature has been the Click-to-call extension. In general, the software has made keeping track of all tickets (including phone queries) much easier.

Reaching New Heights with CloudTalk

In the past month alone, the team of Polysleep has spent 4,000+ minutes on inbound and outbound calls, and they’ve made 1,300+ client calls using four phone Canadian numbers.

Thanks to CloudTalk, Polysleep now offers seamless global customer support without added costs. Each team member has a dedicated number, ensuring quick and direct communication with clients. CloudTalk enhances efficiency across support, sales, finance, and HR functions at Polysleep, enabling cohesive teamwork towards current and future growth objectives.

Polysleep’s top CloudTalk features

Call Flow Designer: As easy to learn as it is versatile, the customizable call flow has been a Polysleep team favorite. Agents can design advanced call flows for incoming calls and welcome messages, as well as create multi-level IVR to direct the caller to the most suitable agent. When making a change to the call flow, there’s no need to wait several days (as is the case with many providers). Just a few clicks, and it’s done.

Call Monitoring: Helping agents work efficiently while complying with communication standards, this feature provides three convenient options of monitoring: listening to the calls without interruption, whispering to the agent without the caller hearing, or joining live calls to interact with both the caller and the agent.

Call Statistics: Displaying real-time call center statistics and historical metrics (since day one of CloudTalk implementation), this feature helps managers increase the quality of services easily and confidently, as decisions are based on real data.

At CloudTalk, we are super happy to help customers grow and nothing cheers us more than seeing them do so! Would you like to join the success train?