Mandatory store closures have left the retail sector especially hard hit by the COVID-19 pandemic. In light of store closures, a leading mattress manufacturer and retailer needed to quickly transition brick-and-mortar retail sales to online channels. With online channels as their only remaining form of revenue, nailing the online experience was critical. The retailer needed to onboard new sales agents, increase each agent’s chat capacity, increase revenue per customer interaction, and monitor and coach remote agents working at home. Cresta was able to help the mattress retailer achieve this and then some!