Customer Service

Crate and Barrel taps Gladly for deeper customer service, revenue growth

Photo by istock.com

May 29, 2020

Furniture retailer Crate and Barrel is deploying Gladly's payments solution for messaging channels in a quest to drive revenue as well as provide more personalized customer service.

Gladly offers a customer service program called Radically Personal. The new payments program is built into the platform and offers companies easy digital payments and rich customer data for a company's customer service agents, according to a press release.

"We engage with over 100 million customers each year through our stores, websites, and app, so our contact centers are an important touchpoint with customers," said Kate Showalter, Crate and Barrel’s senior director of customer service, in the release. "We're known for delivering an exceptional customer experience and challenge ourselves to provide seamless service at every turn, enabling agents to find the merchandise and solutions that meet customers' needs. With Gladly, we're elevating solution-based interactions in the call center — but we're also undergoing a mindset shift to think of our agents as sales drivers. By meeting customers on their preferred channels, and simplifying transactions across channels, Gladly's payments helps us improve the shopping experience, drive sales, and deliver customer service that people love and we're known for."