www.gladly.com Open in urlscan Pro
35.185.35.166 Public Scan

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URL:
https://www.gladly.com/customers/pacsun/
Submission: On June 03 via manual (June 3rd 2022, 10:24:57 pm UTC) from IN — Scanned from DE

Form analysis
6 forms found in the DOM

<form id="mktoForm_1193" __bizdiag="196352828" __biza="WJ__" novalidate="novalidate" style="font-family: Helvetica, Arial, sans-serif; font-size: 13px; color: rgb(51, 51, 51); width: 3201px;" class="mktoForm mktoHasWidth mktoLayoutLeft">
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          <p><span>By completing this form, I agree to receive marketing and other communications from Gladly Software, Inc. and agree to abide by the below Privacy Policy and Terms of Service.</span><br></p>
          <p><a href="https://www.gladly.com/privacy-policy/" rel="nofollow noopener" target="_blank">Privacy Policy</a>&nbsp; |&nbsp; <a href="https://www.gladly.com/terms-of-service/" rel="nofollow noopener" target="_blank">Terms of Use</a></p>
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</form>

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          <p><a href="https://www.gladly.com/privacy-policy/" rel="nofollow noopener" target="_blank">Privacy Policy</a>&nbsp; |&nbsp; <a href="https://www.gladly.com/terms-of-service/" rel="nofollow noopener" target="_blank">Terms of Use</a></p>
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Text Content

Check out Gladly Connect on-demand. Hear from CX leaders at Nordstrom, Warby
Parker and more.
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 * Why Gladly
   Why Gladly?
   
   
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   ONLY GLADLY MAKES  CUSTOMER SERVICE  RADICALLY PERSONAL
   
   What Makes Us Unique
   
   DRIVE REVENUE
   
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   DRIVE EFFICIENCY
   
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   Consolidate your technology stack

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PACSUN'S CUSTOMER SERVICE TEAM PREPPED FOR SUCCESS BEFORE PEAK SEASON

REQUEST A DEMO

We now have a clear view of the customer contact history in one single profile.
It’s our biggest gain in efficiency.

Pablo Sanchez, Senior Manager of Customer Service




RESULTS USING GLADLY


LOW 90S

consistent
CSAT score


450

service heroes
ramped up for holiday


CHALLENGE

Clothing retailer PacSun is dedicated to delivering current styles to “a
community of inspired youth,” but their customer service technology was
uninspired and outdated. While PacSun had an omnichannel shopping experience,
its customer ticketing system didn’t support the consolidation of multiple
contacts from individual customers.

This meant that customers had to explain their issue every single time they
emailed, called, or chatted with a PacSun customer service hero. It also meant
that individual customers could receive different, even conflicting, information
during each point of contact based on how well the service hero understood their
situation.

The duplicate efforts to solve the same problem also increased response times
and decreased efficiency scores across the customer service function.


SOLUTION

PacSun needed to merge its separate service channels into a single, highly
efficient customer service platform focused on people, not problems.

Besides adding natively built-in support for additional channels (IVR, text,
app, social media), Gladly has given PacSun's customer service heroes access to
a single, lifelong conversation documenting each customer’s entire journey.

Perhaps most importantly, PacSun has the analytics insight they need to meet
shifting trends in contact and channel distribution.

“We needed to ramp up to over 450 service heroes right before the 2020 holiday
season––our first on Gladly,” says Sanchez. “The process from onboarding new
people to training and navigation was smooth.”

ABOUT PACSUN

For lifestyle retail brand PacSun, service stands at the forefront of their
business efforts as they strive to provide the best omnichannel shopping
experience for their customers.

# OF CX HEROES

240

INTEGRATIONS WITH GLADLY

Stella Connect

CUSTOMER SUPPORT CHANNELS

Voice, Email, Chat, SMS




OUTCOME

By integrating Gladly, PacSun's customer service representatives can add a
customer phone number to an email or chat transcript and an email address to
phone call documentation, to efficiently respond to customers within seconds
across multiple channels. With the help of the key insights gained through
Gladly, PacSun can now shift their work-from-home employees and IT resources as
needed to meet changing demands. The move to Gladly has meant PacSun can now
successfully meet the service expectations of their young, trendy customers.

We heard from service heroes that ‘this tool is way easier to use than our
previous platform,' which resonates with just how easy the training and
onboarding process was for us and solidified that we made the right move.

Pablo Sanchez, Senior Manager of Customer Service




GET A DEMO TO SEE WHAT MAKES US DIFFERENT

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RELATED RESOURCES

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What Customers Expect from a Modern Online Shopping Experience

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