This fast-growing online eyewear retailer was built on personalized style and customer-first service. As orders and inquiries multiplied, they wanted to be sure customers were satisfied after contacting customer support.
completion rate improvement
satisfaction rating for resolved support cases
The brand was struggling with a fragmented customer support experience. The support team faced growing pressure to meet customer needs while managing outdated and manual workflows and disconnected systems. Agents lacked real-time feedback and context, because their existing customer experience (CX) vendor couldn’t integrate with their customer service platform, Gladly.
Without a Gladly integration, surveys couldn’t be sent automatically . Manually sending surveys caused lengthy delays between closing a case and a customer receiving a survey. The delay meant customers were less engaged and greatly lowered response rates. It also required the team to move feedback manually between systems. As a result, insights became outdated and incomplete, causing slower response times, repeat questions, and frustration on both sides of the conversation.
To streamline support and improve their customer feedback loop, the company implemented Alchemer and utiltized Alchemer’s Gladly integration, reimagining their customer service from the ground up. With Gladly in place, they paired it with Alchemer Survey to automatically trigger feedback requests after support interactions.
Within one week, surveys were live and automation was running. Now, whenever a support case is closed in Gladly, Alchemer automatically sends a customer feedback survey. It happens within minutes. Built-in logic ensures that no one is over-surveyed by recognizing who has already received a survey within the past 30 days.
The feedback collected helps them to understand if customers are satisfied after their support interaction. The company can take action quickly if a survey response indicates that the customer is still not satisfied or their issue remains.
This feedback loop helps them continuously improve service quality and agent performance, all while keeping the customer at the center.
By choosing Alchemer and integrating Gladly, this innovative eyewear brand transformed its customer support into a strategic advantage. What was once a source of friction became a seamless, personalized experience that scaled effortlessly with the business. The result? Happier customers, more empowered agents, and a stronger foundation for growth.
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