JOANN Invests In Customer-Centric Service

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JOANN Invests In Customer-Centric Service


By investing in a customer-centric approach to service, craft retailer JOANN is delivering a more personal experience.

JOANN has long been a destination for customers to find inspiration, guidance, and new skills, and the company is investing in optimizing the customer experience in its stores. After years of using legacy, disparate, single-channel customer service technologies, JOANN is now using Gladly’s customer service platform to modernize its customer experience by putting customers at the center of a lifelong conversation— from voice to modern messaging.

Within the first month of using Gladly, JOANN reduced its weekly backlog of customer emails by 93%, and cut email response times by 70%.

 “Since our partnership with Gladly, our customers could not be happier,” said Drew Chamberlain, director of Store Operations and Customer Experience at JOANN. “For years, we saw customers reaching out across a variety of channels, but the technology made overall visibility a struggle, increasing wait times and risking customer drop-off. Not only have we seen significant results in reduced response times and email backlog, but Gladly has helped us develop more meaningful, personal relationships with our customers. For a brand that stands for individuality, that is the most valuable service a partner can provide.”

Gladly’s platform starts with the customer and eliminates the old-school model of tickets and case numbers, facilitating a seamless conversation from voice to modern messaging –– all out of the box. Through Gladly, JOANN team members have visibility into a customer’s entire communication history and relationship with the brand and can switch seamlessly between channels, without interruption, to meet customers where they are.

The solution enables the JOANN support team to intelligently route queries to the agents best suited to resolve specific concerns — so they can focus on what will best serve the individual on the other side of the phone. And the intuitive interface allows agents to be onboarded in just a matter of days, a decrease of 3-4 weeks with previous platforms. With unified reporting across all communication channels, company leaders can better understand how the brand’s customer service is impacting the bottom line.

“Customers want to be treated like people, not cases to be resolved,” said Joseph Ansanelli, CEO and co-founder of Gladly. “To create a loyal customer base in today’s highly competitive market, brands must offer customer service that’s not just seamless and convenient, but feels personal and tailored to them. JOANN’s investment in customer service shows just how much the brand loves its customers — and how much investing in quality service can impact a company’s success.”