Real-World Case Studies and Customer Success Stories with Gladly

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. Customer 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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Gladly helped PacSun prepare 450 service agents for the holiday season. PacSun replaced their outdated customer service system with Gladly’s... unified platform. Agents now see each customer’s full contact history in one profile. This reduced duplicate work and improved efficiency. PacSun maintained a CSAT score in the low 90s during peak season. Training and onboarding new agents became much easier with Gladly.
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Gladly helped Native Shoes move from a ticket-based system to a unified customer service platform. Agents now see all customer... conversations in one place, making support faster and more personal. Native Shoes reduced average call times and increased upsell opportunities. The team also improved collaboration between customer service and warehouse staff. This change strengthened brand loyalty and boosted sales.
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Crate & Barrel uses Gladly to automate routine tasks. This lets their team focus on more personal service. Gladly’s platform... helps them deliver better customer experiences. The company also sees cost savings from automation. Crate & Barrel values the people-centered approach of Gladly. Their story highlights the impact of AI-powered customer service.
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Gladly helped Deckers Brands cut customer wait times and improve service levels by 40% in just one month. Deckers replaced their... old ticket-based CRM with Gladly’s all-in-one customer support platform. Agents now see full customer histories and respond across voice, chat, SMS, email, and IVR. SMS contacts grew 10x in a year, reducing call volume and boosting agent productivity. The Answers knowledge base gave customers accurate information and helped Deckers spot trending issues fast.
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Gladly unified BSN Sports' customer service, cutting peak staffing by 57%. The platform enabled a single view of each customer,... reducing average handle time by 25%. Service levels rose above 90% across all channels. Agents saved 2-3 hours daily by eliminating manual email sorting. AI-powered responses and a knowledge base streamlined support for 32,000 products. Contact volume dropped 10% as duplicate efforts disappeared.
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BSN Sports used Gladly to improve customer service. The team saved hours by streamlining routing. This let them focus on... important customer conversations. Gladly’s platform made service faster and easier. BSN Sports saw better results with less effort.
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Gladly helped Birdies' customer service team cut wait times and boost customer satisfaction. Agents now see every customer’s full history... across channels. Birdies added SMS and self-service chat, letting customers switch channels easily. Onboarding new agents dropped from weeks to days. Managers use Tasks to coach teams and fix issues fast. Birdies’ small, remote team now handles more requests with less effort.
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Rothy's uses Gladly to manage routine customer questions with AI. This lets their agents focus on complex needs. The company... keeps service efficient all year. Gladly helps Rothy's blend automation and human support. This approach improves both customer experience and team productivity.
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Crate & Barrel uses Gladly to automate routine customer service tasks. This lets their team focus on delivering more personal... service. Gladly’s platform helps Crate & Barrel save costs and improve customer experiences. The company highlights the value of AI-powered, people-centered support. Crate & Barrel shares their story in a video testimonial.
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BSN Sports used Gladly to improve customer service. The team saved hours by streamlining routing. This let them focus on... important customer conversations. Gladly’s platform made service faster and easier. BSN Sports now delivers better support to their customers.
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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 dip 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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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 fertility, 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 MaryRuth's double their order volume while achieving a 35% efficiency gain in just two months. The wellness brand... unified four disconnected support platforms into one, reducing operational chaos and improving agent experience. With Gladly, MaryRuth's launched an AI assistant that reached up to 80% resolution rates and enabled a 20% cancellation save rate with 3x ROI per contact. The team implemented Gladly in just four weeks, freeing resources for new quality assurance and analytics programs. Unified conversations and seamless integrations with Shopify and other tools drove both customer satisfaction and revenue growth.
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Gladly helped MaryRuth's double their order volume while improving customer support efficiency by 35% in just two months. The wellness brand... unified four disconnected platforms into one, reducing operational chaos and enabling a seamless customer experience. With Gladly's AI assistant, WREN, they achieved a 44.5% AI resolution rate and 20% cancellation save rate, generating 3x ROI per contact. The team implemented Gladly in four weeks, freeing resources for quality assurance and analytics. MaryRuth's now delivers faster, more personal support across all channels.
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Gladly helped KÜHL move from a ticket-based system to a unified customer service platform. KÜHL used Gladly’s AI to resolve... 79% of email, 63% of SMS, and 59% of chat inquiries. The company saw a 44% drop in WISMO emails and a 120% increase in revenue per call. Agents now spend less time on repetitive tasks and more time helping customers and making sales. KÜHL’s team also supports returns and warranties, expanding their impact.
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Gladly helped Andie Swim cut their order-to-contact ratio in half. The Fit Experts team saw a 35% drop in average... wait time across all channels. Gladly’s platform let agents greet customers by name and see their full history. Shopify integration and AI-powered self-service made support more personal. Andie Swim now delivers concierge-level service to thousands of customers.
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KÜHL uses Gladly to automate routine customer service tasks. The platform helps agents become product experts. Agents have more time... for meaningful conversations with customers. This builds stronger relationships and improves service quality. KÜHL elevates customer interactions beyond basic transactions. Gladly supports both efficiency and personal connection.
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Gladly helped Ollie, a pet food subscription brand, cut costs by 15% in just three months. The platform boosted customer... experience efficiency by 30% and enabled a 45% save rate for at-risk members. Ollie used Gladly's unified customer view and AI assistant to resolve 60% of conversations and handle work equal to six full-time staff. Proactive chat and SMS drove a 120% lift in new customer onboarding. The solution turned customer service into a growth engine while maintaining a personal touch.
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Jupiter used Gladly to build a responsive knowledge database for their small customer service team. The platform unified voice, email,... and chat channels, making it easy to track customer history and order details. Training became faster with Gladly’s Answers feature, letting even non-support staff help during busy times. Integrating Delighted enabled Jupiter to turn customer reviews into outreach opportunities. Jupiter’s team now delivers consistent, personalized support and maintains a positive brand reputation.
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Gladly helped Ollie, a pet food subscription brand, cut costs by 15% and boost efficiency by 30% in just three months. The AI-powered CX... platform enabled a 60% AI resolution rate and a 45% save rate for at-risk members. Ollie saw a 120% lift in new customers sourced by the CX team and reduced churn with proactive SMS campaigns. The unified platform let agents focus on complex conversations, while AI handled routine tasks, improving both customer and employee experience.
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