Tory Burch Customer Service Team Doubled Their Concurrency Rate

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It’s really helpful to see the entire client conversation and how the relationship has evolved. It saves them from having to call back or re-explain their situation.

Kelley Bond, Senior Director of Client Service

Results using Gladly

55%

more customers
helped each hour

High 80s

consistent CSAT score

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.

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.

About Tory Burch

Luxury retail brand Tory Burch is on a mission to provide the ‘transformational’ sales and service experiences for which they’re known and loved, both online and in-store.

# of CX Heroes

100+

Integrations with Gladly

Calabrio, Delighted

Customer Support Channels

WhatsApp, Instagram, Facebook, SMS, Email, Voice, Chat

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

Service heroes can easily see what was communicated previously, and make sure we keep our commitments.

Kelley Bond, Senior Director of Client Service

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