I’ll admit it: When I first found out we call the isense Sleep customer service team “Comfort Control™ Specialists,” I assumed it was a marketing gimmick. After several months of listening to their conversations with customers, I realize that couldn’t be further from the truth.
Part customer service, part sleep super-sleuth, part mattress expert, every member of the Comfort Control™ Specialist team is passionate about making sure iSense Sleep products help people sleep better. Part of their job is pretty standard—answering questions over the phone, email and online. Have a question about a warranty? They can answer it. Not sure how to set up your mattress? They’ve created videos and walkthroughs, or can step you through it over the phone. Not sure what to make for dinner tonight? Well, that one’s a little beyond their scope but they might have a suggestion for that, too.
What sets this team apart is that they are empowered to help consumers. They’ve been given the tools and the training to help our customers get the most out of their purchase.
I have to believe watching the team in action is gratifying for our Founder and CEO, Paul Longman. They are, after all, one of the core reasons he created the company. Or rather, the lack of anything like them in the industry was the catalyst that would lead to our creation. It's a story you’ll see scattered throughout our online presence.
Once upon a time, Paul sat in a call center, listening to a conversation between a customer and a customer service agent. One frustrated because they’d spent a lot of money on a mattress that didn’t meet their needs, the other frustrated because they genuinely wanted to help but there was nothing they could do.
And because Paul’s is the kind of brain that loves to solve problems, he set about creating a mattress that people could easily adjust in their own homes. He didn’t stop there, though. He created an entire company based on giving people the ability to track their sleep and the tools to make adjustments to their sleep environment based on that data—all so they could sleep better at night.
I’ve mentioned before that our company has mattress experts at the helm, people with decades in the industry. It’s not uncommon to find someone from the Comfort Control™ Specialist team in the showroom with one of our resident experts, peppering them with questions. They’ve spent hours taking apart and rebuilding mattresses to be sure they understood every inch of them and how each component helps you sleep better.
A few weeks ago, I had to call the customer service department for my credit card company. The person on the other end of the line was phenomenal. They were friendly and treated me with respect. They were human and acted like I was one too. Weird, right? It was a call I’d been dreading and didn’t have the time for, but I left the experience feeling good about myself and the company.
I feel good about recommending our products to my friends and family because I’m positive they’ll help the people I love sleep better and I know how important that is to their overall health—and I’m equally confident that should they need it, we have a phenomenal team of customer service agents/sleep super sleuths standing by to guide them through their Comfort Control™ journey.
One of our sleep super sleuths, Melissa Makatchie, has been gracious enough to agree to share her wisdom with us here on the blog as much as possible.
Most of all, our Comfort Control™ Specialists are real people, right here in Springfield, Missouri, who care about our customers as fellow human beings. They spend their days helping people get the most out of their purchase so they can sleep better.
How cool is that?