Case Study: WeNatal scales human-centered customer support with Gladly

WeNatal supports 1,300 customer conversations a month with Gladly

WeNatal, a company specializing in research-backed prenatal and postnatal supplements, faced a significant challenge in scaling its customer support. Their customers asked highly personal, nuanced questions about fertility, pregnancy, and ingredient safety that generic, AI-generated responses from their previous platform, Gorgias, could not answer accurately or empathetically. This created more work for their team and risked damaging customer trust, which is central to their brand.

By implementing Gladly, WeNatal found a solution that consolidated customer information and conversation history into a single timeline, enabling their small team to provide personalized, efficient support. The platform's knowledge base and workflow tools allowed for proactive outreach and streamlined operations. This relationship-first approach, powered by Gladly, enabled a 4-person team to handle 1,300 conversations monthly across multiple channels while achieving a 4.9 out of 5 customer satisfaction score.

WeNatal