Polysleep is a Canadian sleep-technology brand that sells exclusively online — which means the phone is one of the only direct lines it has to its customers. As the team juggled daily product inquiries, 100-night trial logistics, and charitable coordination, it needed a phone system that logged everything into its Gorgias CRM and let the team edit its own call flows without waiting on a provider. With CloudTalk, Polysleep now handles 1,300+ client calls and 5,500+ minutes of conversation a month across four Canadian numbers — all tracked in one place.
About Polysleep
Founded in 2016, Polysleep is a Canadian company that designs and sells customizable sleep products built around advanced materials and personalized comfort. The business runs entirely online, so being in tune with customer needs sits at the center of how the company operates.
That direct-to-consumer model puts unusual weight on customer service. Every order, return, and question moves through a small support team — and the tools behind that team have to be as dependable as the people using them.
Challenge
Running Online-Only Support on Tools That Couldn't Keep Up
Polysleep's support team stays busy on three fronts at once: daily customer inquiries, the logistics behind its 100-night mattress trial, and coordinating charitable donations. Each of those depends on calls being answered, logged, and followed up — without anything slipping through.
The team needed a phone system that did three specific things: integrate reliably with its Gorgias CRM so no call detail was lost, make call recordings easy to access, and let the team set up IVR and call-flow scenarios themselves rather than filing a request and waiting days for a provider to make the change.
Solution
One System That Logs Every Call and Edits Itself
Polysleep moved its support operation onto CloudTalk, connected directly to Gorgias so every call — including phone queries — lands in the CRM alongside the rest of the customer record. Agents adopted aftercall work to capture notes immediately, and ticket tracking stopped being a manual chase.
Three features did the heavy lifting:
Call Flow Designer. The team builds and edits its own incoming call flows, welcome messages, and multi-level IVR to route callers to the right agent. Changes take a few clicks instead of several days — no provider ticket required.
Call Monitoring. Managers can listen in without interrupting, whisper to an agent mid-call, or join a live call to talk to both sides — useful for keeping quality consistent on a small team.
Call Statistics. Real-time and historical metrics, tracked since day one of implementation, give managers a data-backed view of call activity rather than a guess.
One smaller feature turned out to matter more than expected: the Click-to-Call browser extension, which the team flagged as a surprise favorite for speeding up day-to-day dialing.
Results
Every Call, Logged in One Place
In a typical month, Polysleep's team now spends 5,500+ minutes on inbound and outbound calls and makes 1,300+ client calls across four Canadian numbers. Each team member has a dedicated line, so customers reach the right person directly.
- 1,300+ calls per month — inbound and outbound client conversations handled through CloudTalk
- 5,500+ minutes monthly — time spent talking directly with customers
- 4 Canadian numbers — one dedicated line per team member for direct, traceable contact
- One CRM of record — phone queries logged into Gorgias alongside every other support ticket
Beyond support, CloudTalk now underpins how Polysleep's sales, finance, and HR functions communicate — one system carrying the whole company's calls.
Takeaway
For Polysleep, CloudTalk turned a scattered set of support tasks into one traceable system — every call logged, every flow editable, and the whole team reachable on a dedicated line.
