October 17, 2019

JOANN + Gladly : Crafting Greater Customer Experiences Together

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JOANN and Gladly

Today, we’re thrilled to announce our partnership with JOANN, a company that’s spent the past 75 years (and counting) in the pursuit of helping customers find their ‘creative happy place’.

For JOANN, that journey to a customer’s ‘happy place’ extended not just to their experience in-store, but across all the customer support channels that they provide as well. That meant doing away with the disparate, single-channel customer service software that they’d used over the years, and partnering with a company with a shared vision around making every customer feel valued, recognized, and heard.

“Since our partnership with Gladly, our customers could not be happier,” said Drew Chamberlain, Director of Store Operations and Customer Experience at JOANN. “For years, we saw customers reaching out across a variety of channels, but the technology made overall visibility a struggle, increasing wait times and risking customer drop-off. Not only have we seen significant results in reduced response times and email backlog, but Gladly has helped us develop more meaningful, personal relationships with our customers. For a brand that stands for individuality, that is the most valuable service a partner can provide.”

Full View of a Customer, With Seamless Channel Segues

With Gladly, JOANN Team Members finally have visibility into their customer’s entire communication history and relationship with the brand, giving them the context they need to personalize the customer’s experience with them.

And because every channel is built natively into Gladly, JOANN team members can switch seamlessly between channels—without interruption—to meet customers where they are.

Onboard in Days

Gladly’s modern, intuitive interface, meant JOANN team members could get up and running in a matter of days, instead of the 3 to 4 weeks they used to need on their previous platforms.

A Clear Focus on Helping The Customer

Gladly also empowers JOANN’s support team to focus on the most important part of their job—how to best help the individual on the other side of the phone, email, or text—by automating the manual, time-consuming parts of their job. Rather than having managers route work to JOANN team members, or team members choosing for themselves which customers to help, Gladly takes the legwork out of the equation by intelligently routing customers to the agents best-suited to their specific needs. 

And it seems encouraging that focus has really paid off, with JOANN seeing a 70% decrease in email response times, and a 93% reduction in backlog, within their first month with Gladly. All while still keeping their customers at the heart of every communication they have with them, and ensuring that they feel heard, and valued, overall.


 At the end of the day, customers—just like everybody else—want to be treated like people, not cases to be resolved. JOANN’s investment in customer service shows just how much the brand loves its customers—and how much investing in quality service can impact a company’s success. 

Watch the Webinar:
Hear how JOANN reduced their backlog by 93%, and their email response times by 70%, in this webinar featuring JOANN’s Director of Store Operations and Customer Experience, Drew Chamberlain.


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