Customer Spotlight

Customer service built for the long haul.

Industry

Retail

Locations

250+

Support Channels

Email, Phone, SMS, Social

The TUMI Difference

As today’s retailers worry about the reach of the online marketplace and how to meet the rising expectations of customers who want their services now, and their deliveries in two days or less, TUMI has chosen to focus their efforts on one key thing: their customer.

This attention to the customer touches much of what TUMI does, from inspiring their products and innovation (TUMI tests their products in real-life, rejecting anything that doesn’t upgrade their customers’ lives), to their marketing (TUMI tailors their marketing to their customers’ needs rather than adopting the traditional generic email blasts). And they wanted to take that bespoke, customer-centered approach to the support that they provide their customers as well. Because for TUMI, customers aren’t seasonal—they’re customers for life—and they needed a platform that could help them build and maintain those lifelong relationships.

Check out the podcast! Hear what TUMI’s Chief E-Commerce Officer, Charlie Cole, has to say about the state of Retail, and what to gear up for in the coming years.

A great human-on-human interaction is absolutely fundamental to the TUMI brand. Gladly helps us keep humans in the forefront of how we interact with customers, routing customers to the last agent they spoke with, and offering them the continuity, immediate historical knowledge, and empathetic insight of that agent.

Results

Lens Across a Lifetime

With a customer's complete conversation history in one view, agents better understand their customers and their needs.

Build Bonds

Encourage lifelong relationships and empathetic conversations by routing customers to the same agent, regardless of channel.

Carry-On the Conversation

Customers reach out on the channel that suits them. Conversations flow across multiple channels fluidly.

Cases Are For Luggage, Not Customer Service

By partnering with Gladly, TUMI has reinvented its customer support experience to be centered around people, not case numbers. Learn how TUMI has transformed its customer service to be as bulletproof as its luggage.

Read more about the transformation in Forbes