Case Study: KÜHL boosts revenue and support efficiency with Gladly

How a customer-centric approach turned service agents into revenue generators

KÜHL, the outdoor apparel brand, needed a better way to support customers than its ticket-based service system. The old setup prioritized problems over people, created too much manual work for a small team, and made it difficult to support KÜHL’s unique customer service approach while keeping the experience human.

Gladly provided a unified, customer-centric support platform with omnichannel service and AI across email, SMS, chat, self-service, and voice. By centralizing customer data and automating repetitive questions, Gladly helped KÜHL achieve a 79% email resolution rate, 63% SMS resolution rate, 59% chat resolution rate, 44% fewer WISMO emails, and 120% more revenue per call.

Kühl

Nancy Orgill

Customer Support Manager