Case Study: Cozy Earth achieves faster onboarding and improved customer experience with Aircall

How Cozy Earth Leveraged Shopify, Gorgias & Klaus Integrations to Improve the Customer Experience

Cozy Earth, a Utah-based luxury sleep brand, was rapidly outgrowing its landline phone system, small office setup, and manual processes. Scaling—especially training new hires and managing an out-of-state third-party call center—was creating bottlenecks that threatened customer satisfaction and operational efficiency.

Cozy Earth implemented Aircall with integrations to Shopify, Gorgias, and Klaus to centralize call data, streamline onboarding, and modernize QA. The new stack made training faster, gave agents instant access to call history and tickets, improved QA efficiency and metrics tracking (SLA, CSAT, closed tickets), reduced missed calls through better staffing and monitoring, and provided a scalable platform ready for holiday growth.

Cozy Earth

Logan Christensen

Head of Customer Experience