Sleep Country handles 700% more customer conversations on social
- HQ
- Brampton, ON
- Founded
- 1994
- Employees
- 1,000+
- Stores
- 300+
- Website
- sleepcountry.ca
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.
Keeping up in two languages on three platforms
Sleep Country's team fields 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 harder to stay accountable.
After onboarding, the team built a set of automated customer journeys with Scrollmark and made it 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 answered in French, English ones in English.
- High-risk comments get moderated at scale before they snowball.
- When a question needs a human, SocialGPT drafts a reply the team can tweak and send.
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, along with the sentiment, product feedback, and where each customer is writing from, so the team can answer questions without exporting a spreadsheet.
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.
You guys are always like… improving, improving, improving, improving. It's so cool.
More success stories
Grocery Outlet answers shoppers one on one, without growing the teamHow Grocery Outlet put Scrollmark agents on 76 store accounts to answer shoppers personally, turn DMs into app downloads, and skip hours of manual research.
Cozy Earth collected 3,600+ emails from a single giveawayHow Cozy Earth automated a $29K Instagram giveaway to collect 3,600+ first-party emails through DMs and save 736 hours of manual work.