Sleep Country runs 700% more customer conversations, in two languages
- 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.
One journey system, two languages, three platforms
Sleep Country's audience writes in from paid and organic posts in English and French, about everything from mattress fit to delivery windows. Previously, these were lost opportunities to engage with consumers.
After onboarding, the team built automated journeys in Scrollmark that branch on language, topic, and risk, and made it home base for customer engagement.
- Journeys detect the language and record it on the Social CRM profile. Future journeys use the same language.
- High-risk comments get caught and contained before they snowball.
- When a thread needs a human, Scrollmark drafts the reply for the team to tweak and send.
With all the orchestration in place, Sleep Country carries 700% more interactions on social and drives more brand loyalty from every conversation.
Turning the inbox into a research tool
Every conversation Scrollmark carries is also cataloged with sentiment, product feedback, and where the customer writes from, building a Voice of Customer record no survey could match.
When leadership wants to know how a new mattress line is landing or which regions keep asking about delivery windows, the team asks in plain language and gets the 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.
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One Cozy Earth journey collected thousands of first-party emails from socialHow one journey replied to 61,700 comments, DM'd every entrant, and grew Cozy Earth's email list by 3,600+ while saving 736 hours of manual work.