Case Study: Sleep Country achieves 700% more customer conversations with Scrollmark

Sleep Country runs 700% more customer conversations with Scrollmark

Sleep Country, a major Canadian retailer with over 300 stores, faced a significant challenge in managing its high volume of customer interactions from paid and organic social media posts across Instagram, TikTok, and Facebook. The communications, which were in both English and French, were difficult to manage and represented lost opportunities for engagement. They turned to Scrollmark and its Social Journeys service to find a solution.

Scrollmark implemented an automated system that routes customer interactions based on language, topic, and risk level. The solution automatically detects the language of incoming messages and drafts replies for the team to personalize and send, while also containing high-risk comments. This allowed Sleep Country to increase its customer conversations by 700%. Additionally, Scrollmark's Voice of Customer feature catalogs every interaction, providing valuable data that has eliminated hours of manual work for executive reports.

Sleep Country