Birdies' Customer Service Team Gets a Holistic View of Each Customer

Solution

Implementing Gladly instantly boosted Birdies’ ability to understand their audience.

Service heroes could not only see a customer’s entire conversation and order history, but also access a variety of reports with detailed insights into both individual customer preferences and larger issues trending across an entire demographic.

Birdies used Gladly to add support for an SMS channel and an improved self-service option, both of which were capable of switching seamlessly to other existing channels. For a small service department, these new functions helped to dramatically cut wait times and workloads while maintaining Birdies’ commitment to exceeding customer expectations.

One of the biggest advantages Birdies found in using Gladly came from maximizing their use of the Tasks and Topics integrations. The Tasks function has given managers the ability to quickly identify and resolve issues in their customer service delivery with library updates and recorded training. This also cut onboarding time for new hires from a few weeks to a few days.

Topics allowed leaders to track the reasons customers gave for reaching out, as well as which channels were being used. Using the resulting data, Birdies was able to pinpoint easily resolved issues and right-size their staffing.