From Tickets to Customers

See how JOANN sliced their backlog by 95% in just one month—and without adding headcount.

Help customers faster, and without adding headcount.

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:

  • Cut their backlog of tickets by 95%
  • Drove down average wait times
  • Increased their CSAT scores

All without adding additional agents

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First, tell us a bit about yourself.
First, tell us a bit about yourself.