Gladly × ProClip USA
Gladly x ProClip USA, 13 hours to under one hour
<1 hr average response time (down from 13 hours)
Overwhelmed and fragmented to light and ready
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Why it works
The opening anecdote about the AI calling a customer the wrong name is specific and embarrassing enough to make any CX leader lean in immediately. The before-state is concrete and multi-dimensional: 12 inboxes, 13-hour response times, 40% FCR, and a CSAT system too unreliable to trust. Numbers on both sides of the transformation are clearly attributable to this customer, which is the minimum bar for credibility.
Steal this
Open with a single humiliating product failure moment before revealing any metrics. It makes the before-state visceral and earns the reader's attention before the numbers land.
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.