Making Dreams Come True

There’s nothing quite like settling down for a good night’s sleep. For more than 90 years, Serta Simmons Bedding has delivered top-quality mattresses under the Serta, Simmons, and Beautyrest brands to sleepers in more than 150 countries worldwide.

Serta Simmons Bedding is about more than just the mattress. When Serta Simmons Bedding became a B2C company, operations changed significantly. The introduction of the direct-to-consumer division meant Serta Simmons Bedding had to shift their definition of the customer to include the sleeper. Serta Simmons Bedding’s CX vision evolved to focus on providing consistent, effortless, and personalized experiences.

Serta Simmons Bedding began their journey with Talkdesk by implementing Talkdesk Digital Engagement across SMS, chat, and voice channels, then added Interaction & Quality Analytics and Talkdesk Copilot™—transforming the customer experience through CXA. Talkdesk integrations have significantly improved the agent experience. With Talkdesk for Salesforce™, Confluence, and ServiceNow integrations, agents no longer scramble for information, and managers can place resources where they’re needed most. The single Talkdesk instance makes it easier for customers to reach the right people and has opened Serta Simmons Bedding’s minds to new processes and capabilities—all supporting their ultimate goal of providing unparalleled customer experiences.