Report

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See how JOANN sliced their backlog by 95% in just one month.
For fabric and crafts retailer, JOANN, it seemed almost impossible to get out from under their sizable backlog of tickets. That meant long wait times for customers, which in turn, hurt their CSAT scores.
In this case study you’ll see how a switch from a ticket-based platform to Gladly’s customer-based one helped JOANN:
All without adding additional agents.
Cookie | Duration | Description |
---|---|---|
_biz_flagsA | 1 year | A Cloudflare cookie set to record users’ settings as well as for authentication and analytics. |
_biz_pendingA | 1 year | A Cloudflare cookie set to record users’ settings as well as for authentication and analytics. |
_biz_sid | 30 minutes | This cookie is set by Bizible, to store the user's session id. |
_lfa | 2 years | This cookie is set by the provider Leadfeeder to identify the IP address of devices visiting the website, in order to retarget multiple users routing from the same IP address. |
ARRAffinity | session | ARRAffinity cookie is set by Azure app service, and allows the service to choose the right instance established by a user to deliver subsequent requests made by that user. |
ARRAffinitySameSite | session | This cookie is set by Windows Azure cloud, and is used for load balancing to make sure the visitor page requests are routed to the same server in any browsing session. |
AWSALBCORS | 7 days | Amazon Web Services set this cookie for load balancing. |
AWSELB | session | Associated with Amazon Web Services and created by Elastic Load Balancing, AWSELB cookie is used to manage sticky sessions across production servers. |
BIGipServer* | session | Marketo sets this cookie to collect information about the user's online activity and build a profile about their interests to provide advertisements relevant to the user. |
cookielawinfo-checkbox-advertisement | 1 year | Set by the GDPR Cookie Consent plugin, this cookie records the user consent for the cookies in the "Advertisement" category. |
cookielawinfo-checkbox-analytics | 1 year | Set by the GDPR Cookie Consent plugin, this cookie records the user consent for the cookies in the "Analytics" category. |
cookielawinfo-checkbox-functional | 1 year | The GDPR Cookie Consent plugin sets the cookie to record the user consent for the cookies in the category "Functional". |
cookielawinfo-checkbox-necessary | 1 year | Set by the GDPR Cookie Consent plugin, this cookie records the user consent for the cookies in the "Necessary" category. |
cookielawinfo-checkbox-others | 1 year | Set by the GDPR Cookie Consent plugin, this cookie stores user consent for cookies in the category "Others". |
cookielawinfo-checkbox-performance | 1 year | Set by the GDPR Cookie Consent plugin, this cookie stores the user consent for cookies in the category "Performance". |
CookieLawInfoConsent | 1 year | CookieYes sets this cookie to record the default button state of the corresponding category and the status of CCPA. It works only in coordination with the primary cookie. |
JSESSIONID | session | The JSESSIONID cookie is used by New Relic to store a session identifier so that New Relic can monitor session counts for an application. |
viewed_cookie_policy | 1 year | The cookie is set by the GDPR Cookie Consent plugin to store whether or not the user has consented to the use of cookies. It does not store any personal data. |
Cookie | Duration | Description |
---|---|---|
__debugmode__ | session | No description |
_an_uid | 7 days | No description available. |
_clck | 1 year | No description |
_clsk | 1 day | No description |
_g2_session_id | session | Description is currently not available. |
_gaexp_rc | past | No description available. |
_lfa_test_cookie_stored | past | No description |
_sp_id.e982 | 2 years | No description |
_sp_ses.e982 | 30 minutes | No description |
6suuid | 2 years | No description available. |
adEdition | 1 day | No description available. |
adops_master_kvs | never | No description available. |
akaas_TODAY | 10 days | No description available. |
AnalyticsSyncHistory | 1 month | No description |
BIGipServerab46web-nginx-app_https | session | No description |
cf_clearance | 1 year | Description is currently not available. |
cto_bundle | 1 year 24 days | No description available. |
cto_writeable | 1 hour | No description |
debug | never | No description available. |
deviceToken | 7978 years | No description |
dpi_test | 1 day | No description |
dpi_utmOrigVals | 1 month | No description |
events_distinct_id | session | Description is currently not available. |
geoEdition | 1 day | No description available. |
glady_viewed_demo_popup | session | No description |
glady_viewed_notification | 1 year 4 months 13 days | No description |
li_gc | 2 years | No description |
m | 2 years | No description available. |
muc_ads | 2 years | No description |
nbcnews_geolocation | session | No description |
next-i18next | 1 year | No description available. |
SM | session | No description available. |
visitorId | 1 year | No description |
Cookie | Duration | Description |
---|---|---|
_fbp | 3 months | This cookie is set by Facebook to display advertisements when either on Facebook or on a digital platform powered by Facebook advertising, after visiting the website. |
_mkto_trk | 2 years | This cookie, provided by Marketo, has information (such as a unique user ID) that is used to track the user's site usage. The cookies set by Marketo are readable only by Marketo. |
_opt_expid | past | Set by Google Analytics, this cookie is created when running a redirect experiment. It stores the experiment ID, the variant ID and the referrer to the page that is being redirected. |
ANONCHK | 10 minutes | The ANONCHK cookie, set by Bing, is used to store a user's session ID and also verify the clicks from ads on the Bing search engine. The cookie helps in reporting and personalization as well. |
fr | 3 months | Facebook sets this cookie to show relevant advertisements to users by tracking user behaviour across the web, on sites that have Facebook pixel or Facebook social plugin. |
IDE | 1 year 24 days | Google DoubleClick IDE cookies are used to store information about how the user uses the website to present them with relevant ads and according to the user profile. |
IMRID | 1 year 24 days | The domain of this cookie is owned by Nielsen. The cookie is used for storing the start and end of the user session for nielsen statistics. It helps in consumer profiling for online advertising. |
li_sugr | 3 months | LinkedIn sets this cookie to collect user behaviour data to optimise the website and make advertisements on the website more relevant. |
loc | 1 year 1 month | AddThis sets this geolocation cookie to help understand the location of users who share the information. |
MUID | 1 year 24 days | Bing sets this cookie to recognize unique web browsers visiting Microsoft sites. This cookie is used for advertising, site analytics, and other operations. |
personalization_id | 2 years | Twitter sets this cookie to integrate and share features for social media and also store information about how the user uses the website, for tracking and targeting. |
sp | 1 year | This cookie is set by the host c.jabmo.app. This cookie is used to serve the content based on user interest and improve content creation. |
TDID | 1 year | TDID cookie is set by Cloudflare service to store a unique ID that identifies a returning user's device which is then used for targeted advertising. |
test_cookie | 15 minutes | The test_cookie is set by doubleclick.net and is used to determine if the user's browser supports cookies. |
VISITOR_INFO1_LIVE | 5 months 27 days | A cookie set by YouTube to measure bandwidth that determines whether the user gets the new or old player interface. |
YSC | session | YSC cookie is set by Youtube and is used to track the views of embedded videos on Youtube pages. |
yt-remote-connected-devices | never | YouTube sets this cookie to store the video preferences of the user using embedded YouTube video. |
yt-remote-device-id | never | YouTube sets this cookie to store the video preferences of the user using embedded YouTube video. |
Cookie | Duration | Description |
---|---|---|
_BUID | 1 year | This cookie, set by Bizible, is a universal user id to identify the same user across multiple clients’ domains. |
_ga | 2 years | The _ga cookie, installed by Google Analytics, calculates visitor, session and campaign data and also keeps track of site usage for the site's analytics report. The cookie stores information anonymously and assigns a randomly generated number to recognize unique visitors. |
_ga_* | 1 year 1 month 4 days | Google Analytics sets this cookie to store and count page views. |
_gat_gtag_UA_57791012_1 | 1 minute | Set by Google to distinguish users. |
_gcl_au | 3 months | Provided by Google Tag Manager to experiment advertisement efficiency of websites using their services. |
_gd_session | 4 hours | This cookie is used for collecting information on users visit to the website. It collects data such as total number of visits, average time spent on the website and the pages loaded. |
_gd_svisitor | 2 years | This cookie is set by the Google Analytics. This cookie is used for tracking the signup commissions via affiliate program. |
_gd_visitor | 2 years | This cookie is used for collecting information on the users visit such as number of visits, average time spent on the website and the pages loaded for displaying targeted ads. |
_gid | 1 day | Installed by Google Analytics, _gid cookie stores information on how visitors use a website, while also creating an analytics report of the website's performance. Some of the data that are collected include the number of visitors, their source, and the pages they visit anonymously. |
_parsely_session | 30 minutes | This cookie is used to track the behavior of a user within the current session. |
_sp_id.* | 1 year 1 month 4 days | Snowplow sets this cookie to store user information that is created when a user first visits a site and is updated on subsequent visits. |
_sp_ses.* | 30 minutes | Snowplow sets this cookie to store user information that is created when a user first visits a site and is updated on subsequent visits. |
_vwo_uuid_v2 | 1 year | This cookie is set by Visual Website Optimiser and calculates unique traffic on a website. |
ajs_anonymous_id | never | This cookie is set by Segment to count the number of people who visit a certain site by tracking if they have visited before. |
ajs_group_id | never | This cookie is set by Segment to track visitor usage and events within the website. |
ajs_user_id | never | This cookie is set by Segment to help track visitor usage, events, target marketing, and also measure application performance and stability. |
at-rand | never | AddThis sets this cookie to track page visits, sources of traffic and share counts. |
browser_id | 5 years | This cookie is used for identifying the visitor browser on re-visit to the website. |
CONSENT | 2 years | YouTube sets this cookie via embedded youtube-videos and registers anonymous statistical data. |
SSCVER | 1 year 24 days | The domain of this cookie is owned by Nielsen. The cookie is used for online advertising by creating user profile based on their preferences. |
UID | 2 years | Scorecard Research sets this cookie for browser behaviour research. |
uvc | 1 year 1 month | Set by addthis.com to determine the usage of addthis.com service. |
vuid | 2 years | Vimeo installs this cookie to collect tracking information by setting a unique ID to embed videos to the website. |
Cookie | Duration | Description |
---|---|---|
__cf_bm | 30 minutes | This cookie, set by Cloudflare, is used to support Cloudflare Bot Management. |
_alid_ | session | This cookie is set by the provider mielevod-vh.akamaihd.net. This cookie is used for making the live streaming of video content more efficient. |
_biz_nA | 1 year | This cookie, set by Bizible, is a sequence number that Bizible includes for all requests, for internal diagnostics purposes. |
_biz_uid | 1 year | This cookie is set by Bizible, to store user id on the current domain. |
_vis_opt_test_cookie | session | Visual Website Optimizer creates this cookie to determine whether or not cookies are enabled on the user's browser. |
bcookie | 2 years | LinkedIn sets this cookie from LinkedIn share buttons and ad tags to recognize browser ID. |
bscookie | 2 years | LinkedIn sets this cookie to store performed actions on the website. |
lang | session | LinkedIn sets this cookie to remember a user's language setting. |
language | session | This cookie is used to store the language preference of the user. |
lidc | 1 day | LinkedIn sets the lidc cookie to facilitate data center selection. |
PBSECURESUSID | session | This cookie is set by the provider Podbean. This is a session cookie used to verify that the users are on secure sessions. It helps iin implementing audio files on the website. |
UserMatchHistory | 1 month | LinkedIn sets this cookie for LinkedIn Ads ID syncing. |
Cookie | Duration | Description |
---|---|---|
_gaexp | 1 month 11 days 4 hours 16 minutes | Google Analytics installs this cookie to determine a user's inclusion in an experiment and the expiry of experiments a user has been included in. |
_uetsid | 1 day | Bing Ads sets this cookie to engage with a user that has previously visited the website. |
_uetvid | 1 year 24 days | Bing Ads sets this cookie to engage with a user that has previously visited the website. |
_vwo_ds | 3 months | This cookie stores persistent user-level data for VWO Insights. |
_vwo_sn | 30 minutes | This cookie stores session-level information. |
_vwo_uuid | 1 year 1 month 4 days | Visual Website Optimizer sets this cookie to generate a unique id for every visitor and for its report segmentation feature. The cookie also allows to view data in a more refined manner. |
AWSALB | 7 days | AWSALB is an application load balancer cookie set by Amazon Web Services to map the session to the target. |
AWSELBCORS | 5 minutes | This cookie is used by Elastic Load Balancing from Amazon Web Services to effectively balance load on the servers. |
SRM_B | 1 year 24 days | Used by Microsoft Advertising as a unique ID for visitors. |