Provision of tailored virtual receptionist and call centre solutions for Mattressman UK.

Background.
With 3000 Beds & Mattresses in stock at all times, Mattressman offer an unrivalled choice of branded quality Beds & Mattresses, with many different sizes and top quality names like Silentnight, Sealy, Rest Assured, Slumberland , Sleepeezee and many, many more.

Already a very successful regional retail chain, Mattressman decided to launch an online retail site with a strong price and delivery service promise, backing up the large stock offering in order to give them a nationwide reach. This has been enormously successful.

Requirement.
Mattressman recognise the need to provide multi-channel options for customers who prefer to visit their shops, as well as those who prefer to use the telephone, in addition to the online option. They also recognise that with any e-commerce operation there is a need to provide excellent customer service back-up by phone.

It became clear that their own in-house Customer Service Team were not always able to cope with the fluctuating call volumes, either on new orders or after sales and using voicemail was not a serious option for Mattressman. Increasing staff against a background of unpredictable call volumes was not especially attractive.

Solution.
Mattressman appointed OpenContact to handle the bulk of their sales calls and to act as an overflow virtual reception service on their customer service calls.

OpenContact’s agents are given thorough training on the many different types of beds and mattresses and also on the up-selling and cross-selling opportunities.

Delivery and other after-sales enquiries are dealt with in the same way as any other Virtual Reception client, with calls being forwarded where possible, or messages taken and instant e-mails sent, where not.

Services Provided.
Sales orders are captured direct to Mattressman’s own web-based order processing system. Agents are encouraged to cross-sell ancillary products like mattress covers and pillows.

OpenContact’s Virtual Reception service provides a back up to Mattressman’s in-house Customer Service Team, forwarding calls and providing instant messaging.