Gladly × Deckers Brands
Gladly x Deckers Brands, slashing wait times with a unified support platform
29% reduction in order-to-contact ratio
Fragmented, slow support to unified, fast customer service
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Why it works
The case study grounds the before-state in concrete operational pain: agents could not link tickets to a single customer, analytics were limited, and wait times spiked at peak. The 29% reduction in order-to-contact ratio and the 10x SMS contact growth give the story two distinct numbers to anchor on, though the piece is slightly ambiguous between efficiency gains and volume breakthrough. The mechanism is clear enough: sunsetting the ticketing system, expanding SMS and chat, and deploying Answers as a single knowledge-base source of truth.
Steal this
Pair a ratio metric (order-to-contact reduction) with a volume metric (10x SMS growth) to show that deflection and scale happened simultaneously, making the ROI case harder to dismiss.
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.