Case Study: Tuft & Needle achieves a 96% service level and improved agent performance with Talkdesk

Tuft & Needle Achieved a Service Level of 96% of Calls Answered Within Twenty Seconds

Tuft & Needle, a digitally-native mattress retailer, experienced rapid growth that exposed limits in their existing phone setup: lack of comprehensive reporting, no CRM or help desk integrations, and little visibility into who was calling or when. As the support team scaled 20x, agents struggled to consolidate interactions across phone, email and chat, making staffing and coaching decisions difficult and undermining the company’s customer experience goals.

Tuft & Needle implemented Talkdesk (with Help Scout and custom CRM integrations) to centralize interactions, provide real-time reporting, call recording and targeted routing, and optimize agent schedules. The platform was set up in hours and gave management actionable data for coaching and staffing; as a result service level rose from under 90% to 96% (an improvement of over 10%), agent performance improved and the company now delivers consistent omnichannel support.

Tuft & Needle

Aaron Bata

Head of Customer Experience