35 Gladly Testimonials

“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.”

“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!”

“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.”

"[Gladly] allows our Team Members to see everything in one place—including knowledge base content. This has allowed us to efficiently scale our business, drive above-expected CSAT results, and empower our team to deliver the best possible support experiences."

"With Gladly's complete Al-powered offering, Allbirds automated customer interactions and increased agent productivity, driving down average handle time by 41% across support channels and achieving an 87% resolution rate for order contact reasons."

"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%."

"We aim to be a member-obsessed organization. That's why we appreciate partners like Gladly. who prioritize our members and seamlessly integrate technology. efficiency. and productivity."

"Our earlier ticketing system required us to purchase additional apps to get the same functionality as Gladly. But with Gladly we got everything we needed out of the box. Now, we have real-time data and easy access to the channels from one platform. It’s seamless."

"Pre-Gladly, our team operated with very little in terms of solutions. We had upwards of 3,000 contacts daily routed through a very old phone platform. It took us almost 3 hours a day to manually sort customer emails just to get to a place where agents could respond."

"There was no resistance. [The CX teams] just took to [Gladly]. It was the most amazing thing I've ever seen."

“We knew people were answering phones and emails, but what happened after that? How was customer satisfaction? First contact resolution? We didn't have much visibility."