31 Gladly Testimonials

“We needed to ramp up to over 450 service heroes right before the 2020 holiday season (our first on Gladly). The process from onboarding new people to training and navigation was smooth!”

"Bombas used Gladly's Al and people-centered platform to decrease average handle time by 90% and achieve an 88% resolution rate on cancel order - contact reasons CSAT all while maintaining a 99%."

“The JetBlue experience is about the personalized moments we share with our customers, building meaningful relationships one interaction at a time. Our customers are individuals, not numbers. Gladly empowers our crewmembers to offer a more seamless experience at every touchpoint by providing them a holistic view of a customer’s interactions with us.”

“We needed a platform that could evolve with us.”

“Service heroes no longer need to fill in forms in the tickets, now they just need to focus their energy on how to best help the customer.”

"We were able to better recognize the value of combining both teams because of Gladly and that helped define the structure that we now operate under."

“Gladly allows us to be more agile, adapt to demand, and focus less time on management and reporting, and more time on our team members and customers.”

“We’ve really been able to lean on Gladly to keep us organized because it is such a well-organized tool.”

“The switch to Gladly has helped us lower our total volumes dramatically. The biggest reason is we see everything in a single conversation with the customer instead of separate tickets.”

“The customer doesn’t suffer because the agents are able to get an answer from me quickly.”

“Especially with a remote or outsourced team, it's very important to be able to keep an eye on what our agents are doing, or if there are areas in which they might need additional training. Gladly's Agents Reports and Liveaboards help me do that.”

“We've seen Gladly improve the interactions between customers and our Fit Experts because we have that continuity where agents can see all of the history in one place."

“We come off as having one-to-one customer service, but in fact, it's really one to many. And that's really thanks to Gladly."

"Having every communication with a customer streamlined into one window has been extremely beneficial for the team, and made their workflow so much easier. They also really love how all the information about a customer is just visible from the get-go."

"A great human-on-human interaction is absolutely fundamental to the TUMI brand. Gladly helps us keep humans in the forefront of how we interact with customers, routing customers to the last agent they spoke with, and offering them the continuity, immediate historical knowledge, and empathetic insight of that agent."