Free Consultation
Free Consultation
A Case Study by The Hour
Store Management Support for
E-commerce Mattress Brand
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Company Overview
Powering Better Sleep, Backed by Smarter Support
THE HOUR offers specialized virtual assistant services for D2C e-commerce brands in the home and lifestyle segment—including mattress companies seeking reliable, round-the-clock support for store management, customer service, and operations.
Our virtual assistants work as an extension of your in-house team, handling everything from product listing updates to chat support and delivery coordination, ensuring your customers rest easy.
Need support while you scale your sleep brand?
The Client
Helping a Direct-to-Consumer Mattress Brand Scale Sustainably
Our client, a growing online mattress brand based in the US, experienced a surge in website traffic and order volume during seasonal campaigns. But limited backend capacity and fragmented workflows made store management a daily challenge.
The Challenge
Managing a high-touch product like mattresses brought unique complexities
High Volume of Product Inquiries
Customers wanted help selecting sizes, firmness levels, and materials.
Inconsistent Order Updates
Delivery status and dispatch communication gaps created confusion.
Manual Listing Management
Updating promotions, bundle offers, and specs was time-consuming.
Abandoned Cart Follow-Up
No system to recover potential lost sales.
The Solution
THE HOUR implemented a seamless store management strategy
Client Consultation
Identified top challenges and most valuable support areas.
E-commerce VA Onboarding
Deployed trained assistants familiar with Shopify, Gorgias, and logistics tools.
Product Listing Management
Regular updates to product pages, FAQs, and banners.
Live Chat & Email Support
Instant help with sizing, shipping queries, returns, and warranties.
Order Tracking & Delivery Coordination
Managed vendor portals and 3PL updates.
Weekend Coverage
Extended service hours to include weekends and holidays.
The Verdict
Here’s what changed after working with us more time saved, less cost, and a stronger team.
