Case Study: Rothy’s scales personalized customer support with AI-powered Gladly

Rothy's Customer Service Team Streamlined Support Channels, Added Shopify

Rothy’s, the sustainable shoe brand, needed a way to keep delivering personalized, high-touch customer support as its ecommerce business grew rapidly. With a lean CX team and no in-house engineering resources, the company turned to Gladly to help manage rising support volume across channels without sacrificing the customer experience.

Using Gladly’s unified customer service platform, omnichannel routing, self-service, and AI-powered chatbot Sandi, Rothy’s centralized support data and streamlined agent workflows. The results were strong: 31% of conversations were resolved with AI, AI CSAT reached 93%+, AHT dropped 34%, SLA improved from 68% to 83%, and agent attrition fell 80%, while service also helped drive revenue through high-value conversations and purchases after support interactions.

Rothy’s

Katrina Donohue

Customer Experience Manager