Case Study: Condé Nast scales customer care 35x across 18 brands with Gladly
Key results
The challenge
Condé Nast's customer care ran across many brands with little shared visibility into customer satisfaction or first contact resolution, and limited insight into what happened after an agent answered a call or email. The legacy setup made onboarding slow and left leadership unable to measure or scale service consistently.
The solution
Condé Nast consolidated voice, email, SMS, chat, and AI self-service onto Gladly's people-centered platform, integrated with Shopify. It piloted with five agents supporting Vogue, then expanded brand by brand as the model proved out.
“The tool was just extremely easy. Everything was in a single UI, and it made it incredibly easy to train the agents right from there.”
MBMike BeaubrunDirector and Global Head of Customer Experience, Condé Nast
The results, in context
After proving the concept with Vogue, Condé Nast extended Gladly to 18 of its 24 brands and 175 agents. The company reported a 67% reduction in total training timeline, a 45% reduction in cost per contact, and 35x growth in agent capacity, with full onboarding dropping from 21 weeks to 7 weeks.