Tory Burch Customer Service Team Doubled Their Concurrency Rate

The Challenge

Luxury lifestyle brand Tory Burch had outgrown their existing customer service platform.

Their service heroes spent time consolidating tickets from follow-up conversations into a makeshift customer profile. It was almost impossible to improve concurrency metrics and response times without diluting the quality of service.

Moreover, their processes posed a significant productivity issue for a company preparing to open an international Tory Burch customer service contact center.

The Solution

The customer service team at Tory Burch was committed to finding a comprehensive customer service solution. They needed a single source of truth for customer service interactions that would also allow for:

• Additional contact channels
• Increased concurrency capabilities
• Seamless global expansion

With Gladly, Tory Burch added SMS, Facebook Messenger, and Instagram channels to their existing chat, voice, and email services. Because text and social media customer service channels are more efficient, service heroes can now serve more customers at the same time without sacrificing their personal touch.

The company also integrated Gladly and Delighted into their Calabrio workforce and quality management modules, facilitating continuous improvement of their customer service program, based on real-time NPS and customer satisfaction data.

The Outcome

Since launching Gladly, concurrency metrics for Tory Burch have gone from less than one to more than two without overburdening service heroes. In fact, customer satisfaction scores actually improved through the busy holiday season, thanks to Gladly’s enhanced data analytics and training integrations.

Scaling the operation to include a European contact center was seamless. With Gladly, Tory Burch has been able to upgrade their already stellar customer service by:

• Expanding channels
• Increasing customer insights
• Improving productivity of their team