Case Study: Birdies reduces wait times and boosts self-service with Gladly

Birdies' Customer Service Team Gets a Holistic View of Each Customer

Birdies, the women-owned footwear brand, needed a better way to manage customer support across voice, email, chat, social, text, and IVR. Its previous ticket-based system made it hard for agents to see the full customer history across channels, created duplicate tickets, and slowed onboarding for a primarily remote team during busy seasons and product launches. Birdies chose Gladly to give its small support team a more holistic view of each customer and improve how it handled service at scale.

With Gladly, Birdies centralized customer conversations and order history, added SMS support and improved self-service, and used Tasks and Topics to streamline coaching, training, and issue tracking. The results included reduced wait times, better upsell opportunities, and a substantial increase in customers self-serving through chat. Gladly also helped Birdies cut new-hire onboarding from a few weeks to a few days, while giving managers the data needed to right-size staffing and improve customer satisfaction.

Birdies

Danielle Murphy

Customer Experience Manager