Spotlight

Crafting Great Experiences

"Since our partnership with Gladly, our customer response has been incredibly positive. Not only have we seen significantly reduced response times and email backlog, but Gladly has helped us develop more meaningful relationships with our customers. For a brand that stands for individuality, that is the most valuable service a partner can provide."

Drew Chamberlain
Director of Store Operations and Customer Experience, JOANN

Finding your happy place

 

For over 75 years, JOANN has been in the business of helping customers find their creative ‘happy place’. Whether they’re a weekend knitter or top-selling Etsy crafter, JOANN has made it a mission to cater to the specific needs of their diverse range of customers.

Their one-of-a-kind concept store in Ohio is a great example of this unwavering dedication to customer individuality, featuring initiatives like their Craft Creator—a kiosk where customers can put their personal touch on trending Pinterest projects—as well as concierge sewing services for those wanting their own bespoke creations.

Key Results

Paint a Full Picture

JOANN's agents are empowered with a full understanding of their customers, from past communications to order history.

Automate Your D.I.Y.

Within the first month, JOANN reduced its email backlog by 93%, and decreased email response times by 70%.

Cut From The Same Cloth

With unified reporting, managers have one view of their contact center across all channels.

 

But for JOANN, it was important that this attention to individuality carried into every interaction that a customer had with them, including the times they reached out for support outside of the store. Because helping customers find their happy place shouldn’t just be an in-store experience, but a JOANN experience.

With Gladly, JOANN was able to unify their disparate platforms into a single platform instead, and saw immediate gains in efficiency. In less than a month, they reduced their email backlog by almost 93%, and their response times by 70%.

Plus, with key customer information surfaced within each customer’s individual profile, JOANN’s Customer Care representatives are empowered to provide a world-class customer experience that’s fitting to their brand—one that’s as easy and seamless as a conversation with friends, and that feels just as personal.


See how JOANN’s response times went from days to hours in this webinar with Drew Chamberlain, JOANN’s Director of Store Operations and Customer Experience.

IndustryRetail
Stores860+
Established1943
SUPPORT CHANNELSPhone, Email, SMS, Chat, Self-Service
RESULTS WITH GLADLY

"Since our partnership with Gladly, our customer response has been incredibly positive. Not only have we seen significantly reduced response times and email backlog, but Gladly has helped us develop more meaningful relationships with our customers. For a brand that stands for individuality, that is the most valuable service a partner can provide."

Drew Chamberlain
Director of Store Operations and Customer Experience

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