Gladly × Balsam Hill (Balsam Brands)
Gladly x Balsam Hill, turning product questions into buying moments
1 in 5 shoppers who viewed a product in chat added it to their cart
Fragmented two-bot confusion to one cohesive buying conversation
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Why it works
The story earns New Capability because Balsam Hill genuinely could not handle pre-sale product questions inside the same conversation as post-sale service before this rollout. The two-bot failure state is concrete and relatable, and the fix is explained clearly enough to replicate. The 30-day window anchors the results and keeps the before-after comparison honest.
Steal this
Anchor the results to a tight, specific time window (first 30 days) so the numbers feel real and auditable rather than accumulated over an undefined period.
Click to enlarge ↗ This is editorial commentary and curation. The case study, screenshot, and all metrics are Gladly's published work; we link to the source and lead with our analysis.