Wakefit’s Challenge: Engaging Online Shoppers in a New Way

Buying a mattress or furniture online can feel risky. Customers want to touch the materials, test the comfort, and make sure they're making the right decision.

Wakefit noticed a recurring issue:

Visitors browsed their website but hesitated to buy due to lack of real-time support and uncertainty about the product experience.

Wakefit needed a solution that would:

• Address customer doubts instantly

• Digitally replicate an in-store experience

• Increase conversion rates and average order value (AOV)

The Game-Changer: Scheduled Video Calls with Reminders

To bridge the gap, Wakefit integrated Popin’s scheduled video call feature into their live consultation strategy. This allowed customers to book a personalized live demo at their convenience.

Automated reminders helped ensure high attendance and engagement—turning more browsing sessions into buying sessions.

How Live Video Calls Elevated the Experience:

• Convenient Scheduled Calls
  Customers could book sessions that fit their schedule, with reminders boosting attendance.

• Personalized Guidance
  Wakefit experts tailored recommendations based on individual sleep habits and room setups.

• Increased Engagement
  Reminder notifications drove higher participation, ensuring more customers received value from consultations.

• Cross-Selling Opportunities
  Customers who came for mattresses often added pillows, bed frames, or mattress protectors after seeing them live.

Impressive Results: The Impact of Live Video Selling

The results speak for themselves:

• 40% Conversion Rate
  Customers who joined a video consultation were significantly more likely to complete their purchase.

• 30% Increase in Average Order Value (AOV)
  Personalized sessions led to customers adding more products to their carts.

• 50% Longer Website Engagement
  Visitors spent more time exploring Wakefit’s catalog after speaking to an expert.

• Lower Return Rates
  Better-informed purchases meant fewer mismatched expectations—and fewer returns.

Behind the Scenes: Sales Team Transformation

Wakefit’s shift to video selling required a new mindset from their sales team. Instead of just responding to queries via chat or email, they adopted a consultative approach.

Sales Team Enhancements:

• Training on showcasing products through video

• Real-time customer handling and rapport building

• Personalized recommendations based on live interactions

This human-first strategy didn’t just boost sales—it empowered the team to build trust and long-term customer relationships.

Why This Strategy Worked

• Trust & Confidence – Seeing real products in real-time eliminated guesswork.

• Reduced Purchase Anxiety – Customers received timely answers to their doubts.

• Enhanced Online Experience – Live demos replicated the depth of in-store shopping.

What This Means for E-Commerce

Wakefit’s success shows that live video support is more than an engagement tool—it’s a conversion engine.
By turning consultations into sales conversations, Wakefit transformed a hesitant customer journey into a confident one.

For forward-thinking brands, offering real-time, personalized video support is no longer optional—it’s the future of online shopping.