Gladly × Tory Burch
Gladly x Tory Burch, doubling concurrency without dropping CSAT
Concurrency rate doubled (less than 1 to more than 2)
Makeshift workarounds to seamless omnichannel operation
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Why it works
The case study pairs a concrete before-state (concurrency below 1, manual ticket consolidation) with a specific after-state (concurrency above 2, CSAT in the high 80s), giving the numbers enough contrast to be credible. The mechanism is clear: adding async channels like SMS and social lets agents handle more conversations simultaneously without adding headcount. The holiday-season CSAT detail is a smart credibility move because it anticipates the obvious objection that speed came at the cost of quality.
Steal this
Use the holiday-season stress test as a proof point. Showing that the metric held or improved during peak load is far more convincing than a steady-state number alone.
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.