Sleep Train Treats Customers (and Callers) Right
Sleep Train’s philosophy is simple: treat the customer right and you will earn a customer for life. It’s what’s made them the West Coast’s number one mattress retailer and the fourth biggest in the United States, with 299 retail stores across 5 states covering multiple brands, including Mattress Discounters, Got Sleep, and Sleep Country USA.
Sleep Train’s customer philosophy extends to every sale, whether it takes place in a store, online, or over the phone. Managing the phone component, however, can be especially tricky for a business of Sleep Train’s size and popularity.
“Our toll-free lines receive tens of thousands of calls each month from customers looking to connect with their local store, make an over-the-phone purchase, or get help with financing,” said Dwayne Bradley, Telecommunications Manager at Sleep Train. “To manage our call volume cost-effectively and get customers the help they need quickly, Sleep Train relies on DialogTech’s voice-based marketing automation solution.”
DialogTech’s Store Locator Helps Callers Find the Right Store Right Away
“We needed a solution to automate call handling and drive traffic to our retail stores,” said Bradley. “We selected DialogTech’s IVR technology because it was simple to set up and manage, and we couldn’t be happier with the results. To date DialogTech’s technology has helped us offer excellent support to over 1.8 million callers.”
Sleep Train’s toll-free numbers from all 4 store brands direct callers to a simple DialogTech IVR (interactive voice response) virtual receptionist with 3 options:
- Press 1 to speak to a sleep advisor at the store nearest you
- Press 2 for questions about a product or place an order
- Press 3 to hear information regarding financing
Sleep Train callers that press 1 are connected to DialogTech’s Store Locator technology. They are asked to type in their zip code, and DialogTech automatically routes their call to the nearest store. It makes it easy for Sleep Train and their other store brands to advertise one number nationally that works for every store.
“What differentiates DialogTech’s Store Locator is that it’s easy and instant,” said Bradley. “We got it set it up quickly and are able to make fast call routing updates as we add new stores and locations. DialogTech’s Store Locator enables us to offer thousands of daily callers amazing customer service.”
Sleep Train Omni-Channel Sales: Small Team, Big Sales Numbers
Callers that press 2 to make an over-the-phone purchase are sent to Sleep Train’s omni-channel sales team. Despite being a small 3-man team, they are able to process phone orders worth hundreds of thousands of dollars each month.
“Many customers prefer to make purchases over the phone instead of visiting a store or a website,” said Bradley, “and our omni-channel sales team is there to help. DialogTech’s virtual receptionist technology automatically identifies from over 50,000 monthly calls those customers looking to place an order and routes them to our 3-man team to assist. In our first month alone, this small team processed over $200,000 in mattress sales over the phone. It’s been great.”
Automated Phone Surveys Make Sure the Customer Is Always Happy
Sleep train’s philosophy of treating customers right doesn’t end at the sale, of course. It extends beyond to include mattress deliveries and making sure customers are 100% satisfied with their purchase. It’s why Sleep Train calls each customer after a delivery and asks them a few questions to rate their experience.
“Sleep Train delivers thousands of mattresses each day,” said Bradley, “so manually calling each customer to ask them a series of questions would be very challenging. That’s why we use DialogTech’s voice broadcasting technology to automate our post-delivery survey process. Now customers get a quick call right after the delivery, when we know they’re home, and DialogTech’s IVR phone survey asks them the questions and captures the answers, which we can access in their web-based reports. It has saved us a ton of time while still enabling Sleep Train to ensure our customers were treated right.”