AI-Powered Customer Service: How Gladly Helps Brands Like Rothy's Deliver Empathy At Scale

Welcome to eCommerce Fastlane. Today, my guest is Austin Reece, Head of Product Marketing and Revenue Enablement at Gladly.

In this episode, we dive deep into how AI-powered customer service is transforming the way brands engage with their customers—before, during, and after a sale. Brands like Nordstrom, Warby Parker, Crate & Barrel, and Rothy’s are using Gladly’s AI-driven customer experience platform to provide faster, more personalized support while improving retention and driving revenue.

If you’ve ever felt that traditional customer service ticketing systems were holding your brand back, this episode is for you.

Here’s what we cover in today’s conversation:

• The AI-Powered Shift in Customer Service – How brands are moving away from outdated ticket-based systems and embracing a people-first approach.
• True Omnichannel Support – Why unifying voice, chat, SMS, email, and social in one platform is a game-changer for eCommerce brands.
• AI as an Efficiency Booster, Not a Replacement – How AI empowers agents instead of replacing them, handling routine inquiries so humans can focus on high-value conversations.
• Customer Service as a Revenue Driver – How leading brands are turning support interactions into sales and retention opportunities with AI-assisted upselling.
• Why CSAT Scores Matter – How brands using Gladly achieve 98% customer satisfaction by personalizing every interaction.

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