Customer Stories

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Customer story Tuft & Needle




Retail & Consumer Goods


Help Scout


96% Service Level

Tuft & Needle helps customers sleep better with Talkdesk.

Tuft & Needle’s mission is to provide high quality mattresses at an affordable price while giving customers an amazing experience they rarely receive at traditional stores.

Priding itself as a “digitally-native” company, Tuft & Needle’s operations have and continue to be facilitated primarily online, and their number one goal is to provide great experiences to the modern customer.

"Our number one goal is to make sure every customer is receiving an amazing experience."

Aaron Bata, Head of Customer Experience

With this, they knew they needed a new contact center solution that supported this vision of providing the next generation of support and could scale with their fast-growing team.

Tuft & Needle implemented Talkdesk to provide agents insight into which customers were calling and when, all while receiving actionable data to improve internal processes and overall team performance.

Aaron Bata, Head of Customer Experience, Tuft & Needle

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By leveraging live and real-time reports, Tuft & Needle improved their agent experience and increased service level, answering over 96% of their calls within 20 seconds.

Customer story Tuft & Needle

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