Case Study: Mattress Firm achieves stronger reviews, more leads, and a better omnichannel experience with Podium

Mattress Firm transforms their omnichannel experience with Podium

Mattress Firm, the nation’s largest mattress retailer, was struggling with a disjointed review process, limited digital customer engagement, and manual delivery confirmations. As the business shifted toward a more online, omnichannel experience, it needed a better way to generate leads, collect reviews, and communicate with customers at scale. Podium, including Podium Reviews and Podium Website Chat, was implemented to solve these challenges.

With Podium, Mattress Firm streamlined customer communication through a single inbox, automated delivery reminders, and made it easier for shoppers to connect with local store teams. The results included a 140% increase in reviews, 305,278 new reviews, 148,383 Website Chat leads, and a 23.5% chat conversion rate, helping drive millions in revenue. Podium also improved Mattress Firm’s online reputation, customer experience, and reduced delivery errors.

Mattress Firm

Steve Barnes

Senior Manager of Omnichannel Integration