02 March, 2024
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HOW BROOKLINEN ACHIEVED A 30% REDUCTION IN HOLD TIMES

Brooklinen is a small team in Brooklyn, NYC founded by a husband and wife who wanted great sheets without insane luxury markups. They distribute world-wide and are one of the best bedding and textile companies in the industry. Quality is paramount to the company, and that includes their approach to customer experience.

As they say right on their site, “We believe shopping should be simple and hassle free, so we’ve curated an experience to offer only the best options.”

PAIN POINT THEY WERE TRYING TO SOLVE:

Their phone team members were taking the hardest hits when it came to day-to-day tasks, especially in trying to provide personalized experiences for customers all day. That affects the quality of CX, churn rate, and ultimately, the bottom line for the company.

Brooklinen implemented Flip one week before Black Friday/Cyber Monday, and it took a whopping 30 minutes.

“In terms of cost, Flip was—and is—extremely competitive. It’s pretty much a no-brainer for us. Our customers love it. Set up is easy; creating automation was pretty straightforward. And our phone team and customers are happy. It’s been an absolute win-win.”

– Jack Lorenzten, Senior Manager of Customer Experience

After introducing Flip, Brooklinen saw a:

THEIR TECH STACK: