Case Study: MeUndies transforms performance management and improves customer support with Pathlight

How MeUndies CX transformed their performance management process with Pathlight and saved hours of time across the organization

MeUndies, the Los Angeles-based apparel brand behind the CheekSquad customer support team, needed a better way to manage performance as it grew. Team leads were spending hours each week pulling data from Zendesk, Maestro, Stella, and Lessonly into spreadsheets, agents lacked real-time visibility into their own metrics, and leadership had little insight into frontline coaching. MeUndies turned to Pathlight to solve these CX and performance management challenges.

With Pathlight’s real-time performance dashboard and 1-on-1 coaching tools, MeUndies consolidated data into a single source of truth, reduced manual reporting work, and gave agents and leaders better visibility into goals, coaching, and progress. The result was more proactive agent performance management and stronger coaching across the team, with Pathlight saving each team lead 4+ hours per week and cutting 1-on-1 prep time in half.

MeUndies

Lorraine Grace Lopez

Senior Account Manager