Gladly × Rothy's
Gladly x Rothy's, lean team scales support without adding headcount
34% reduction in AHT (9.6 to 6.38 minutes)
Scrambling across disconnected tools to a single source of truth
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Why it works
The piece earns its Efficiency tag by leading with time and effort metrics: AHT down 34%, AI resolving 31% of conversations, agent attrition down 80%. The secondary Breakthrough thread is genuine and specific: chat share jumped from 2% to 41% and agent-assisted conversations now convert over 20% of customers to purchases, reframing support as a revenue channel. The case study is unusual in that it lets one named executive carry the narrative with substantive quotes throughout, which gives the operational detail enough texture to feel credible.
Steal this
The 'cost center to revenue driver' pivot is backed by a concrete conversion stat (20% purchase rate post-agent chat), not just a claim. Anchoring the revenue angle to a single behavioral metric makes it copyable and checkable.
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.