Case Study: Tory Burch doubles customer support concurrency with Gladly

Tory Burch Customer Service Team Doubled Their Concurrency Rate

Tory Burch, the luxury lifestyle brand, was struggling with an outgrown customer service platform that forced agents to manually consolidate follow-up conversations into makeshift profiles. This made it difficult to improve concurrency and response times without hurting service quality, especially as the company prepared to launch an international contact center. Gladly was brought in as the customer service solution.

With Gladly, Tory Burch added SMS, Facebook Messenger, and Instagram alongside chat, voice, and email, creating a single source of truth for customer interactions and enabling more efficient service across channels. The company also integrated Gladly with Delighted and Calabrio for better quality management and real-time feedback. As a result, Tory Burch doubled concurrency from less than one to more than two, helped 55% more customers per hour, and maintained high-80s CSAT scores while expanding globally.

Tory Burch

Kelley Bond

Senior Director of Client Service