Mattress Firm Launches FirmCare Powered by Extend to Boost Customer Satisfaction
Mattress Firm, the largest mattress specialty retailer in the US, has partnered with Extend to launch FirmCare, a new product protection program. The service is being implemented across more than 2,300 store locations and online platforms.
FirmCare provides protection against accidental damage to mattresses and extended protection for adjustable bases. The program features 24/7 online support and processes most claims within 90 seconds. A unique offering includes a one-time replacement for mattress protectors.
The implementation includes comprehensive support through in-field training, learning management content, analytics, and reporting. The partnership aims to enhance customer experience and drive business value through seamless protection services.
Mattress Firm, il più grande rivenditore specializzato in materassi negli Stati Uniti, ha collaborato con Extend per lanciare FirmCare, un nuovo programma di protezione dei prodotti. Il servizio è in fase di implementazione in oltre 2.300 punti vendita e piattaforme online.
FirmCare offre protezione contro danni accidentali ai materassi e una protezione estesa per le basi regolabili. Il programma include supporto online 24 ore su 24, 7 giorni su 7, e gestisce la maggior parte delle richieste in meno di 90 secondi. Un'offerta unica comprende una sostituzione una tantum per i coprimaterassi.
L'implementazione include supporto completo attraverso formazione sul campo, contenuti di gestione dell'apprendimento, analisi e reporting. La partnership mira a migliorare l'esperienza del cliente e a generare valore per l'azienda attraverso servizi di protezione senza soluzione di continuità.
Mattress Firm, el mayor minorista especializado en colchones en los EE. UU., se ha asociado con Extend para lanzar FirmCare, un nuevo programa de protección de productos. El servicio se está implementando en más de 2,300 ubicaciones de tiendas y plataformas en línea.
FirmCare proporciona protección contra daños accidentales a los colchones y protección extendida para bases ajustables. El programa cuenta con soporte en línea 24/7 y procesa la mayoría de las reclamaciones en menos de 90 segundos. Una oferta única incluye un reemplazo único para protectores de colchón.
La implementación incluye un soporte integral a través de capacitación en el campo, contenido de gestión del aprendizaje, análisis e informes. La asociación tiene como objetivo mejorar la experiencia del cliente y generar valor comercial a través de servicios de protección sin interrupciones.
Mattress Firm는 미국 최대의 매트리스 전문 소매업체로, Extend와 협력하여 FirmCare라는 새로운 제품 보호 프로그램을 출시했습니다. 이 서비스는 2,300개 이상의 매장과 온라인 플랫폼에서 시행되고 있습니다.
FirmCare는 매트리스에 대한 우발적인 손상으로부터 보호하고 조절 가능한 받침대에 대한 연장 보호를 제공합니다. 이 프로그램은 24시간 온라인 지원을 제공하며 대부분의 청구를 90초 이내에 처리합니다. 독특한 제공 사항에는 매트리스 보호대에 대한 일회성 교체가 포함됩니다.
이 구현에는 현장 교육, 학습 관리 콘텐츠, 분석 및 보고를 통한 포괄적인 지원이 포함됩니다. 이 파트너십은 고객 경험을 향상하고 원활한 보호 서비스를 통해 비즈니스 가치를 창출하는 것을 목표로 합니다.
Mattress Firm, le plus grand détaillant spécialisé en matelas aux États-Unis, s'est associé à Extend pour lancer FirmCare, un nouveau programme de protection des produits. Le service est mis en œuvre dans plus de 2 300 points de vente et sur des plateformes en ligne.
FirmCare offre une protection contre les dommages accidentels aux matelas et une protection prolongée pour les bases réglables. Le programme propose un support en ligne 24/7 et traite la plupart des réclamations en moins de 90 secondes. Une offre unique comprend un remplacement unique pour les protège-matelas.
La mise en œuvre comprend un soutien complet grâce à la formation sur le terrain, au contenu de gestion de l'apprentissage, à l'analyse et aux rapports. Le partenariat vise à améliorer l'expérience client et à générer de la valeur commerciale grâce à des services de protection sans faille.
Mattress Firm, der größte Fachhändler für Matratzen in den USA, hat sich mit Extend zusammengeschlossen, um FirmCare, ein neues Produktschutzprogramm, zu starten. Der Service wird in über 2.300 Filialen und Online-Plattformen umgesetzt.
FirmCare bietet Schutz gegen versehentliche Schäden an Matratzen und erweiterte Sicherheit für verstellbare Betten. Das Programm bietet 24/7 Online-Support und bearbeitet die meisten Ansprüche innerhalb von 90 Sekunden. Ein einzigartiges Angebot umfasst einen einmaligen Ersatz für Matratzenauflagen.
Die Umsetzung umfasst umfassende Unterstützung durch Schulungen vor Ort, Lerninhalte, Analysen und Berichterstattung. Die Partnerschaft zielt darauf ab, das Kundenerlebnis zu verbessern und den Geschäftswert durch nahtlose Schutzdienste zu steigern.
- Nationwide rollout across 2,300+ locations expands service accessibility
- 90-second claim processing time improves customer experience
- Unique mattress protector replacement feature differentiates from competitors
- Integration of comprehensive analytics and reporting capabilities
- None.
Extend's broad experience in the mattress and furniture protection industry helped Mattress Firm launch a product protection program across more than 2,300 store locations and online.
FirmCare powered by Extend provides protection against accidental damage to mattresses, as well as extended protection for adjustable bases. The program leverages Extend's broad experience in the mattress and furniture protection industry, making the integration with Mattress Firm swift and seamless across its more than 2,300 nationwide locations, and online at mattressfirm.com.
"At Mattress Firm, we're committed to providing our customers with the best sleep solutions, and that extends beyond just finding the right mattress. FirmCare powered by Extend allows us to offer added protection and peace of mind, ensuring that customers can enjoy their investment for years to come. By partnering with Extend, we've created a seamless protection program that enhances the customer experience while also driving value for our business," said Josh Feinberg, Executive Vice President of Merchandising and Innovation at Mattress Firm.
FirmCare powered by Extend comes with 24/7 online support and a convenient claims experience. Most claims are processed in 90 seconds or less, enhancing Mattress Firm's already positive customer experience and giving customers another reason to remain brand loyal if issues arise.
"We couldn't be more excited to provide Mattress Firm customers the ultimate product protection experience," said Extend Founder and CEO Woodrow Levin. "Customers come to Mattress Firm because they know that's where they'll get the best value for their dollar, and now they're able to extend the life of their products and gain even greater peace of mind thanks to FirmCare powered by Extend."
FirmCare powered by Extend utilizes Extend's pre-built technology to create an innovative program customized for Mattress Firm and its customers. The protection plan program includes a one-time replacement for mattress protectors, setting Mattress Firm apart from competitors. Additionally, Extend's field support capabilities simplified and streamlined the launch with in-field training at Mattress Firm locations, learning management content, detailed analytics and reporting, and more.
About Mattress Firm
Mattress Firm, the nation's largest omni-channel mattress specialty retailer, has been helping solve America's sleep problems for more than 90 years through our family of brands. Every one of our more than 6,000 passionate Sleep Experts® are driven by a common purpose: to change people's lives through better sleep. Whether browsing online or in one of our 2,200+ stores, our highly trained team provides personalized service and advice to help customers choose the right mattress and bedding products based on their unique needs. Our expertly curated selection of products includes leading brands such as Beautyrest®, Nectar®, Sealy®, Serta®, Simmons®, Sleepy's®, Stearns & Foster®, Tempur-Pedic®, Tuft & Needle®, tulo®, and Purple®. Mattress Firm supports local and national charities through product and monetary donations and offers employees volunteering opportunities to serve their communities. As part of this commitment, Mattress Firm has partnered with the National Women's Shelter Network, an organization dedicated to ending homelessness and providing life-changing resources to those in need. Everyone deserves a safe place to sleep at night—and together, we aim to create brighter mornings and a brighter future. No matter the time of night, Mattress Firm wants to help people get the sleep they deserve. Mattress Firm is a wholly-owned business of Somnigroup International Inc. (NYSE: SGI). For more information about Mattress Firm, visit http://www.mattressfirm.com.
About Extend
Extend, a leading modern provider of product protection, shipping protection, and automated post-purchase solutions, enables merchants to easily offer protection and deliver an elegant support experience to their customers. Through its AI-driven technology, Extend handles everything from offer merchandising and optimization to claim fulfillment, all while delivering seamless end-to-end customer experiences. The company's API-first solution has flipped the antiquated extended warranty and shipping protection models by putting the customer first. Extend boosts customer confidence and retention, while increasing conversion rates and merchant revenue. Extend works with more than 1,200 leading manufacturers and retailers across multiple industries including Peloton, Visionworks, Sonos and many more.
The company was founded in 2019 and is headquartered in
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SOURCE Mattress Firm
FAQ
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