Case Study: ProClip USA lifts first contact resolution to ~90% with Gladly
Key results
The challenge
ProClip USA managed customer support across 12 separate inboxes on a ticket-based system, where first contact resolution sat at 40% and average response time was 13 hours. The fragmented setup slowed responses and made a consistent customer experience hard to deliver.
The solution
ProClip USA moved to Gladly's conversation-centered platform with chat, email, and AI, integrated with Shopify and Loop Returns, replacing its 12 inboxes with a single customer view.
“It's given us a much more human-feeling approach while still utilizing AI.”
NRNicholas RamirezCustomer Experience Manager, ProClip USA
The results, in context
After a three-to-four-week implementation, ProClip USA raised first contact resolution to roughly 90% (from 40%) and cut average response time to under an hour (from 13 hours). It reported 99% CSAT, with 51% of chats resolved by AI without a human handoff.