Spotlight

Putting Their Best Foot Forward

"Having every communication with a customer streamlined into one window has been extremely beneficial for the team, and made their workflow so much easier. They also really love how all the information about a customer is just visible from the get-go."

Rebecca Boxall
eCommerce Director, Native Shoes

Key Results.

Improved Customer Insights

With key information about a customer gathered in a single view, agents have better insight into who their customers are and their needs.

Building Relationships That Last

By routing customers to the same agent, regardless of channel, agents are empowered to have empathetic conversations and build connections with customers.

Seamless Segues

Since every interaction is threaded in a single timeline, agents and customers can switch seamlessly across channels. No repeat and recap needed.

Making a better world is no small feat

 

Native Shoes may be a newer brand on the market, but it’s one with a bold mission statement: to help their customers make a big impact, every time they put on a pair of their shoes.

To do that, the self-titled Beast Free shoe-maker (their shoes are Approved Vegan by PETA) invests a lot of energy and thought into designing shoes that promote sustainability, and help to create a lighter, healthier, happier world. So for a brand that cares so much about the future of their customers, it’s no surprise they were equally concerned with how their customers felt in the present.

 

Key Results

Kicking It Into High Gear

Having all of a customer's communications in a single thread saves agents from having to piece together multiple tickets.

A ‘Sole’ Source of Truth

Key customer information is surfaced to agents in a single view so they can understand their customers at a glance.

Tying It All Together

Agents don't have to leave Gladly to get work done, and can tie work directly to a customer’s profile for easier tracking.

 

For Native Shoes, their previous platform just wasn’t helping their agents deliver the type of experience they wanted—from siloed data, to the time wasted piecing together disparate tickets. They knew they needed a new platform to help them reflect just as much care and attention into the customer experience, as they put into every pair of shoes they make.

With Gladly, Native Shoes agents have been able to provide a more personalized experience to their customers, from being able to reference their past conversations, to seeing key customer details like their names and past transactions.

Plus,  they’ve also been able to streamline their communications with back office and warehouse staff by using Gladly rather than third-party apps. And by keeping all communications within Gladly, they not only get work done faster, but and can tie work directly to a customer’s profile for easier tracking.

 

Watch a Gladly demo to see how Gladly is helping Native Shoes is bringing a faster, more personalized experience to their customers. 

IndustryRetail, D2C
Established2009
SUPPORT CHANNELSPhone, Email, SMS, Chat, Self-Service
RESULTS WITH GLADLY

"Having every communication with a customer streamlined into one window has been extremely beneficial for the team, and made their workflow so much easier. They also really love how all the information about a customer is just visible from the get-go."

Rebecca Boxall
eCommerce Director

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