Case Study: Sleeping Duck builds stronger customer relationships with Olark

How the number one mattress company in Australia uses live chat to build long-term relationships with customers and prospects

Sleeping Duck, Australia’s leading mattress company, wanted to build strong, personal relationships with customers without relying on a dedicated sales team. Using Olark live chat, the customer service team gave shoppers quick, thoughtful support during their decision-making process and helped them connect with familiar representatives by name.

Olark implemented chat routing, transcripts, reports, and post-chat surveys to support Sleeping Duck’s service model. The results included stronger customer relationships, better team training, and more responsive staffing, with 88% of chats reviewed and rated. During COVID-19 lockdown, live chat usage rose from 5% to 12% of communications, and Olark remained a key channel for staying connected with customers.

Sleeping Duck

Nichole Baselt

Head of Customer Service