How 4Patriots resolves 72% of conversations across chat, email, and voice

Urgent questions, four systems, and unpredictable volume spikes

4Patriots sells preparedness products people hope they never use but need to trust when they do. When a customer reaches out, advocates have to answer accurately and hear the urgency behind the question.

Before Gladly, that work spanned Gorgias, Five9, Zoom Virtual Agent, and an internal portal. Advocates jumped between systems to piece together each customer's history. When a customer emailed and then called, the context didn't follow.

Spikes raised the stakes. Weather and world events can send volume up fast, and urgency rises with it. 4Patriots met those surges with overtime and by moving team members to the phones, while its outsourcing partner, SupportNinja, covered email and chat.

4Patriots needed every conversation in one place, and a way to scale that kept the personal touch in each one.

One customer history, and AI that keeps getting better

4Patriots chose Gladly to unify its channels and customer history, simplify the advocate experience, and lay the groundwork for automation. The deciding factor was Gladly's focus on the customer relationship. It gave 4Patriots a way to modernize its CX operation without losing the personal, family feel of its service.

How 4Patriots uses Gladly:

AI across chat, email, and voice

Gladly AI handles routine questions like order status and product information across every channel. That gives advocates more time for conversations that require context, judgment, and problem-solving.

AI trained like a member of the team

4Patriots approaches AI the same way it would a new employee. The team continuously coaches it on products and policies, works across departments to fill knowledge gaps, and keeps it up to speed as the business changes.

The full story in one view

When a customer emails and then calls, the advocate sees what they asked, what they were told, and what's still open. The customer never has to start over.

Urgency visible across channels

Advocates can quickly see when a customer is frustrated or needs extra attention, even when the conversation moves between channels. That helps the team prioritize the right conversations and resolve issues faster.

Insights the whole business can use

Conversation data gives 4Patriots a consistent view of customer trends and sentiment, turning what the CX team hears every day into insights the broader business can use.

When volume doubled, AI scaled with it

The biggest test came in September 2026, when 4Patriots moved its storefront from BigCommerce to Shopify. Conversations more than doubled. Gladly AI doubled its monthly resolutions to match.

The same flexibility matters during storm season. As demand shifts, 4Patriots can move advocates to the channels that need them most while AI handles eligible questions alongside the team. And it's all done with a leaner team than it had when it moved to Gladly.

• 72% resolution rate across chat, email, and voice

• 2x more monthly AI resolutions after the Shopify relaunch

• 5,900+ monthly AI resolutions

For a preparedness brand, the right help depends on the moment. A shopper checking a spec wants a fast answer. A customer worried about a product during an outage wants a person. Gladly lets 4Patriots deliver both without losing the context between them.

That balance takes ongoing work. 4Patriots treats its AI as a long-term investment, keeping its knowledge accurate as products and policies change. It chose Gladly as a partner that invests just as steadily, with a team that responds quickly and keeps improving the platform alongside 4Patriots.

For advocates, the payoff shows up every day: one place to see every conversation, and a team culture 4Patriots says Gladly helped build.