Gladly: Use-Cases, Insights and Reviews | 2026 Cuspera

Gladly launched its agentic commerce platform, integrating sales and service AI into a single conversation tool. Balsam Hill, a retail brand, adopted the platform, achieving significant customer enga...gement and sales conversion. The tool, live in the U.S., U.K., and Australia, improved add-to-cart rates and resolution efficiency, demonstrating the platform's effectiveness in unifying customer interactions.
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WeNatal used Gladly to manage 1,300 customer conversations each month with just four team members. The team achieved a 4.9 out of 5 CSAT by focusing on personal, relationship-driven support for ferti...lity, pregnancy, and postpartum questions. Gladly's unified knowledge base and timeline helped agents deliver fast, accurate answers and proactive outreach. WeNatal chose to use AI as a tool for agents, not as a replacement, ensuring every customer gets a human response. Customers noticed the difference, often praising the personal touch and care.
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Gladly helped TUMI bring all customer support channels—phone, email, SMS, and chat—onto one platform. Agents can now see each customer’s full journey on a single screen. This means no more repeating ...information or switching between systems. TUMI’s team can quickly access purchase and service history, making support more personal. The change strengthened brand loyalty and helped TUMI compete with big online retailers.
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Gladly helped Tory Burch double their customer service concurrency rate. The team now helps 55% more customers per hour. They added SMS, Facebook Messenger, and Instagram to their support channels. C...ustomer satisfaction scores stayed in the high 80s, even during busy seasons. Gladly made it easy to expand to a European contact center and improve agent productivity.
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Gladly helped The Black Tux reach a 68% AI resolution rate for customer inquiries. The company cut tool spend by 23% after consolidating systems. Implementation took just seven weeks with no drop in ...performance. Agents now see every customer interaction in one place, improving service for high-stakes events. Shopify integration lets agents catch order issues instantly. AI handles routine questions, freeing agents to focus on complex needs.
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Gladly helped Rothy's resolve 31% of conversations with AI, achieving a 93% CSAT. The platform unified all support channels, letting agents access customer data in one place. Rothy's reduced average ...handle time by 34% and improved SLA to 83%. Agent attrition dropped by 80%, and chat interactions grew from 2% to 41%. Over 20% of customers made a purchase after agent interaction, turning support into a revenue driver.
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