Case Study: Native Shoes boosts sales and cuts wait times with Gladly

Native's Customer Service Team Boosted Sales & Cut Wait Times

Native Shoes, a sustainable footwear brand, needed a better way to manage customer support across phone, email, SMS, chat, and self-service. Using Gladly, Native’s team was struggling with siloed tickets, multiple third-party tools, and slow workflows that made it hard to keep a full view of each customer and collaborate efficiently across departments.

With Gladly’s lifetime conversation history and Task feature, Native centralized all customer communications in one thread and streamlined back-office and warehouse coordination. The result was a more personalized support experience, reduced average call time and wait times, and increased upsell opportunities, helping Native improve both customer service and sales.

Native Shoes

Rebecca Boxall

Vice President - Marketing, Channels and Customer Experience