Case Study: PacSun streamlines customer support and boosts efficiency with Gladly

PacSun's Customer Service Team Prepped for Success Before Peak Season

PacSun, the clothing retailer, needed a better way to handle customer support across voice, email, chat, and SMS. Its outdated ticketing system could not consolidate multiple contacts into one customer view, forcing customers to repeat themselves and sometimes receive inconsistent answers, which hurt efficiency and slowed response times.

Using Gladly’s customer service platform, PacSun unified its support channels into a single lifelong conversation and gained better analytics to manage shifting contact volumes. Gladly helped PacSun ramp up to more than 450 service agents for the holiday season, improved onboarding and training, and delivered a consistently high CSAT in the low 90s while giving agents a much easier system to use.

PacSun

Pablo Sanchez

Senior Manager of Customer Service