Gladly

“When we decided to transition to Gladly, we needed an all-in-one package solution where we could handle all channels easily. We also wanted comprehensive reporting that would give us an idea of how the business was doing. At our size at that time, a piecemeal solution would not work for us.”

“We were a tiny team, we remain a tiny team, and we don't have in-house engineering resources,” notes Lauren Inman-Semerau, Head of Customer Experience at Rothy’s. “We have a lot of product managers. So, having something the CX staff could maintain was critical for us.”

“We're not trying to save for save's sake, we're trying to save the customer experience part,”

“The most surprising thing is how human WREN sounds. It doesn't feel like a canned answer or AI-generated response, it feels like a real human answer," Rodden observes. "More than anything, the kindness that we see from WREN is really interesting as well.”

“I've never seen a team absorb a new tool as quickly as the team did. It speaks to the Gladly training, but also just how easy the tool is to leverage.”

“Other solutions are ticket based and very impersonal, and it's all about just clearing out a queue," Rodden notes. "With Gladly it's about the conversation and making sure that the conversation and the customer are front and center.”

“There was no resistance. [The CX teams] just took to [Gladly]. It was the most amazing thing I've ever seen”

“"Before, because the agents were so worried about bringing down that ticket number, they really didn't care to talk about our product or do any kind of a sale,” notes Nancy. “And now I hear them making upsells and giving tailored advice."”

“"We have been able to capture more emails with Gladly’s AI. We used to come in over the weekend, and we'd have 100-plus emails. We now come in from the weekend, and there's 40."”

“"Our AI kicks in and starts answering common, repetitive questions. If something goes wrong or it's a more complex inquiry, the AI routes the customer straight to an agent. It's a seamless transition. Our customers don't even realize they're talking to AI."”

““Our earlier ticketing system required us to purchase additional apps to get the same functionality as Gladly. But with Gladly we got everything we needed out of the box. Now, we have real-time data and easy access to the channels from one platform. It’s seamless.””

“Our leadership wants AI to be very thoughtful, which is another reason why I went with Gladly. I like that you can build the conversation.”

“I don’t even touch the tickets. It’s all handled without a human needing to intervene.”

“I like that I can really get nitty-gritty with the details while keeping everything user-friendly. It feels like a tight-knit powerhouse—it just works well every single time.”

“Our old platform didn't work well when we really needed it to. It worked sometimes. Gladly works all the time.”

“Gladly takes the guesswork out of our day. I can quickly scan what people are reaching out about, understand the flow of outreach, and stay proactive rather than reactive.”

“Through technology, data, and some key features, we’ve been able to improve service levels and create a dramatically different customer experience.”

“Gladly allows us to be more agile, adapt to demand, and focus less time on management and reporting and more time on our team members and customers.”

“"Our vision is to ensure subscribers get to the right person quickly and efficiently, address tier-one interactions through self-service and AI, and have our agents focus on value-driven conversations that increase engagement and loyalty over time."”

“"Customer experience at Condé Nast now has a seat at the table, which is exciting and meaningful."”

“"The tool was just extremely easy,” says Mike. “Everything was in a single UI, and it made it incredibly easy to train the agents right from there."”

“"Once we proved the concept with Vogue and saw the associated savings, it was hard to keep other brands away,” quotes Mike. “Even today, I sometimes have to say we don't have enough bandwidth. But once word got around about what we could deliver, brand after brand started coming on board."”

“"Implementation was extremely easy. It was seamless. They really gave us everything we needed to get off the ground as quickly as possible."”

“"We started an RFP with about 15 different vendors, and quickly we realized that Gladly was the cream of the crop."”

“"In our previous setup, customer care was a bit of a black hole,” says Mike Beaubrun, Director and Global Head of Customer Experience at Condé Nast. “We knew people were answering phones and emails, but what happened after that? How was customer satisfaction? First contact resolution? We didn't have much visibility."”