For fabric and crafts retailer, JOANN, it seemed almost impossible to get out from under their sizable backlog of tickets. That meant long wait times for customers, which in turn, hurt their CSAT scores.

In this case study you’ll see how a switch from a ticket-based platform to Gladly’s customer-based one helped JOANN:

• Cut their backlog of tickets by 95%

• Drove down average wait times

• Increased their CSAT scores