Case Study: Bedzzz Express achieves faster customer engagement and higher reviews with Podium

Bedzzz Express uses texting to connect web shoppers with local experts

Bedzzz Express, a specialty mattress retailer operating across the Southeast, needed a better way to connect with online shoppers, collect reviews, and reduce time spent on phone-based follow-up. Before Podium, the customer journey was fragmented: web visitors had no chat option, review requests were manual and inconsistent, and sales teams struggled to reach customers by phone.

Podium implemented Webchat, Messaging, Payments, and Reviews to create a faster, text-based customer experience from first inquiry to post-purchase follow-up. The results were strong: Bedzzz Express saw a 62% increase in reviews, 2,297 Webchat leads at a 12% conversion rate, more than $5 million collected in four months, and at least 80 working hours saved per month, while improving checkout speed and customer engagement.

Bedzzz Express