I’ve noticed that over the past couple of years mattress companies have focused a lot more on customer service. New companies coming out really make an effort to have the best customer service possible. This is great for the average consumer. It is becoming increasingly important for companies if they want to succeed going forward. I’ll go through a few reasons why here.
Returns Are A Pain In The Mattress Industry
As a company, you want to make sure you can limit your returns. There’s not a whole lot that you can do with a mattress after it’s being returned. A lot of companies are just giving away mattresses that have been returned. No one really wants to buy a used mattress and the whole re-pick up and delivery process is costly and just a pain. The way to avoid all of this is to have proper customer service that proactively reaches out to the consumer and makes sure they have made the right purchase and thus will greatly decrease the chance of a return.
People Have Very Specific Needs
Unlike in most other industries, whether someone will really like a mattress is largely dependent on their individual needs and preferences. For that reason, it’s always difficult to predict with any certainty whether an individual will ultimately be satisfied with the mattress. That’s why it’s important for a representative to be available and go through people’s unique circumstances and make sure the consumer is making the best decision. For online companies, having a live chat available is extremely important for this reason.
Reviews Are Becomingly Increasingly Important
With the proliferation of online reviews (such as ours), it’s increasingly important for mattress companies to do whatever it takes to make their customers happy. If you read a lot of online reviews like I do, you’ll notice that customer service is a big factor in how people rate mattress companies overall. Even if your product is good, if your customer service is very poor, your company will probably end up with bad ratings, which will significantly hurt your business.
It’s always a good idea to have great customer service, no matter what industry your business is in. However, hopefully I have conveyed to you why it is extra important in the mattress industry. This is a trend that will not be going away anytime soon, and companies that do not heed this warning will end up being left behind.