Case Study: Tuft & Needle achieves exceptional customer experience and proactive product improvements with Help Scout

Tuft & Needle - Customer Case Study

Tuft and Needle set out to disrupt the mattress market by prioritizing transparency, craftsmanship, and an exceptional customer experience. Facing common industry problems—confusing product information, difficult returns, and repetitive support inquiries—the company leaned on Help Scout (using Help Scout tags, Workflows and the Help Scout API) to better understand and organize customer conversations across channels.

Using Help Scout, Tuft and Needle tagged roughly 50 conversation categories and fed that data through the Help Scout API to create order‑level KPIs and trigger workflows. Help Scout’s tooling made it easy to distinguish product defects from service issues, surface gaps in web content (avoiding needless support cases), inspire engineers to join support rotations, and build playbooks—delivering faster insight and more focused fixes across the business.

Tuft & Needle

Evan Maridou

Head of Operations