Case Study: Jupiter delivers personalized customer support with Gladly

Jupiter's Customer Service Team Provides Personalized Support

Jupiter, a haircare startup focused on reimagining scalp care, needed a customer service platform that could support its launch with a holistic view of customers across channels, strong reporting, rapid scalability, multiple integrations, and a responsive knowledge base. With a small support team and strict FDA compliance requirements for its over-the-counter products, Jupiter turned to Gladly to help deliver efficient, customer-first service from day one.

Gladly implemented voice, email, and chat for Jupiter and added Answers as a centralized knowledge base, making training faster and helping agents and even non-support employees respond consistently across channels. By giving agents a single view of each customer’s conversation and order history and integrating Delighted for surveys, Gladly helped Jupiter improve personalized support, speed up promotional content updates from days to hours, and build a stronger customer experience that supported better NPS tracking and loyalty.

Jupiter

Alexa Adler

Head of Customer Experience