Sleep Country Handles 700% More Customer Conversations on Social
Highlights
One Inbox, Every Platform
Instagram, TikTok, and Facebook conversations land in a single inbox, with clear ownership and accountability for every reply.
Bilingual by Default
Automated journeys route and answer English and French inquiries, so both communities get quick replies in their own language.
Reports Without the Busywork
SocialGPT tracks customer sentiment and product feedback in real time and turns it into executive-ready reports on demand.
700%
Increase in Inquiries Handled
~3
Messages Left to Answer Each Day
300+
Stores Supported from One Inbox
We really appreciate all the work you've put into this. Over the past couple of weeks, the inbox has become much easier to manage, and Annie is now down to just about 3 messages left to answer [each day].
Arnaud Doyon
Program Manager
Keeping Up in Two Languages on Three Platforms
Sleep Country's team manages thousands of customer interactions across paid and organic posts, from mattress questions to delivery updates, in English and French. Bouncing between native apps made it hard to stay fast and even harder to stay accountable.
After onboarding, the team refined a set of automated customer journeys with Scrollmark and made it the home base for community management. Conversations from Instagram, TikTok, and Facebook now land in one inbox, every message has an owner, and nothing sits unseen through a long weekend.
French inquiries get routed and answered in French, English ones in English, and negative or high-risk comments get moderated at scale before they snowball. When a question needs a human touch, SocialGPT drafts a suggested response the team can tweak and send, which keeps replies quick even when a big promotion spikes the volume.
The change showed up fast in the day-to-day workload. One inbox owner went from a queue that never quite cleared to about three messages left at the end of each day.
Turning the Inbox into a Research Tool
Every conversation Scrollmark handles also gets cataloged, so the team can answer questions about sentiment, products, and locations without exporting a single spreadsheet.
Scrollmark catalogs the sentiment and product feedback inside every customer interaction, along with where each customer is writing from. When leadership wants to know how a new mattress line is landing or which regions keep asking about delivery windows, the team asks SocialGPT in plain language and gets an answer with the numbers behind it.
Executive reports that used to mean hours of manual analysis now come together on demand. Sleep Country's team estimates a 700% increase in the customer questions, sales inquiries, and complaints they handle across paid and organic channels, with customers getting direct, instant responses instead of waiting in a queue.
“You guys are always like… improving, improving, improving, improving. It's so cool,” says Maria Bello, Sleep Country's PR and communications manager.
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