Introduction

Emma Mattress is a Direct-to-Consumer sleep brand, selling mattress ranging from £350 - £800. ChatPerformance saw an opportunity to better guide customers by implementing 1:1 Human Interactions across their website, CRM and Digital Adverts. As a result, Emma Mattress saw their Revenues jump by 8% across their website and 15% across their CRM programmes, Paid Search and Paid Social.  Emma Mattress currently see an average of 13-15 ROAS per month with ChatPerformance (actual and proven with A/B testing).

The Story of Emma Mattress

Emma Mattress sells over £100m worth of sleep products per year in the UK. They are UK’s leading Bed-in-a-Box retailer and their Emma Original is the UK’s Number 1 Most Sold Mattress. 

Emma Mattress was happy with their outsourced chat provider as they efficiently provided 24/7 responses to website queries. However when ChatPerformance analysed the performance, it looked like there were some big opportunities being missed in proactively deploying 1:1 human interactions across the website, CRM and Ad Channels to boost conversions and up-selling. 

ChatPerformance ran an A/B test against their current chat provider and showed an impressive uplift of 8% in Revenues and a consistent ROAS of 13-1. Once ChatPerformance was awarded with the account, they produced 15% uplift across Emma’s monthly CRM programmes, Paid Search and Paid Social campaigns.

Emma Mattress has rolled out ChatPerformance across their websites in Australia, Ireland and the UK. 

8% jump in Revenues

ChatPerformance consistently looked for opportunities to implement automation and smart human interactions to up-sell, cross-sell and allay any fears preventing customers from purchasing. This approach is implemented across websites, CRM Outreach Programmes and select Paid Search and Social Ads. ChatPerformance agents operate on a hybrid base and commission model whereby both Emma Mattress and Agents gain for each and every successful interaction. Customers expect 24/7 immediate response with smart and informed agents – ChatPerformance delivers.  

13-15 ROAS

ChatPerformance tested the Emma Mattress with their service against Emma Mattress without their service. They have found that for every £1 they invest in ChatPerformance, they get on average £13-£15 in return. The ChatPerformance channel is amongst Emma’s Top-5 most lucrative channels. 

96% Satisfaction and 11% Longer Session Duration 

ChatPerformance asks the customer to rate every human interaction. Emma Mattress sees on average over 96% of chat transcripts showing a positive rating, illustrating the responsiveness and quality of information from each human interaction.  Using A/B testing, ChatPerformance showed Emma that on average customers spend 11% more time on the Emma website with ChatPerformance, aiding a longer relationship between brand and customer.   

Overall Results

In summary Emma saw on average 8% greater revenues, 13-15 ROAS, 96% Satisfaction and 11% longer Session Duration. Emma Mattress has rolled out ChatPerformance across their websites in Australia, Ireland and the UK. 

Get in touch with ChatPerformance to set up a FREE No Risk! Trial where if you don’t see an uplift with ChatPerformance, you don’t pay! Their trials last on average 2 weeks and take 2 hours to implement.