Spotlight

Delivering A Sweeter Customer Experience

"We're no longer treating customer like tickets, or having standalone, transactional interactions with our customers. With Gladly, our agents are empowered to treat customers like people."

Mary Mikus
Corporate Business Lead, Godiva

An experience fit for royalty

 

Having been official chocolatiers to the Royal Court of Belgium, it’s always been in Godiva’s ethos to provide their customers (royalty or not) with the highest level of personalized service.

When a customer enters a Godiva boutique, in-store associates are at hand, ready to understand the wants and preferences of their customers and steer them towards the offerings most suited to their needs. It’s that attention to detail and their understanding of their customer’s unique individuality that has elevated Godiva’s service, helping them take an average shopping experience from ordinary to extraordinary.

 

Key Results

Sweeter Relationships

Agents can leverage past interactions to build relationships and provide personalized recommendations.

Happy Agents = Happy Customers

Agent turnover fell. And agents stopped avoiding certain channels because of poor user experience.

Seamless Experiences

Both agents and customers can switch between channels, or use them concurrently, without losing context.

 

When it came to delivering their personal brand of customer service across channels however, it was hard to replicate the same high-touch experience that they have in their boutiques across their support channels.

Godiva’s previous platform handled their customers like helpdesk tickets that needed to be solved, and because they had different platforms for each channel, their agents weren’t able to see if and why a customer had reached out before on another channel.

With Gladly, Godiva’s agents are no longer referring to customer issues as tickets to resolve, but as people to help and engage with. They also finally had a singular view of their customer, which meant that regardless of how the customer reached out—whether it was email, phone, messaging or social—their agents could see every single communication in one comprehensive view. 

This helped them easily personalize each and every interaction, so they could go from, “Please wait while I look up your order number,” to “Hello Susan, I’d be happy to help you with your question.”

 

Watch a Gladly demo to see how Godiva brought the warm, personalized experience they’re known for in their boutiques to their support experience. 

IndustryRetail
Customers8291 (monthly)
Locations600+
Established1926
SUPPORT CHANNELSPhone, Email, SMS, Chat, Social
RESULTS WITH GLADLY

"We're no longer treating customer like tickets, or having standalone, transactional interactions with our customers. With Gladly, our agents are empowered to treat customers like people."

Mary Mikus
Corporate Customer Lead

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