Case Study: ProClip USA achieves under-1-hour response times and 99% CSAT with Gladly

ProClip USA cuts response times from 13 hours to under 1 hour with Gladly

ProClip USA, a seller of custom vehicle phone mounts, faced significant challenges with its customer support system. Their customer experience team was using a fragmented setup with 12 separate inboxes, leading to inconsistent responses and a poor customer experience, including an AI that provided incorrect information. This resulted in a 13-hour average response time and a 40% first contact resolution rate. Seeking a better solution, they turned to the vendor Gladly.

Gladly implemented a unified customer conversation platform that replaced the 12 inboxes with a single view of each customer's history across all channels. The solution included an AI that handles 51% of chats without human handoff and integrates with Shopify and Loop Returns. The results were dramatic: response times dropped to under an hour, first contact resolution jumped to nearly 90%, and customer satisfaction (CSAT) reached 99%.

ProClip USA