How ProClip USA went from 13-hour response times to under an hour

The challenge

When 12 inboxes and a hallucinating AI aren't enough

One interaction stuck with Nicholas Ramirez more than any report or metric could.

A customer named Jamie submitted a warranty request. The AI responded and called him Jennifer. No Jennifer anywhere in the conversation history. Just a wrong name, delivered with full confidence.

"We were floored."

Nicholas joined ProClip USA as customer experience manager about a year and a half ago, inheriting a two-person team and a support setup that had been fine, until recently. ProClip sells custom vehicle phone mounts — a product that sounds simple until a customer is staring at a configuration page trying to figure out which mount fits their car and which holder fits their phone. Most conversations aren't "where's my order?" They're closer to: "I found my car, but what do I actually need?" The job is consultative. Customers need someone who knows the product, not a ticket number.

By mid-2025, the system was making that job harder. Agents were monitoring 12 separate inboxes. Customers would start one conversation, then open another, not realizing they were now talking to two different people getting different answers. Nothing stayed connected. First contact resolution sat at 40%. Average response time was 13 hours.

The team was doing the work. The tool was working against them.

Why Gladly

The moment it clicked and the last big question

Nicholas had started quietly looking at alternatives when a Gladly account executive reached out on LinkedIn. Three demos later, the direction was clear. Every platform he'd worked in before used a ticket-based model. Gladly didn't. Conversations stayed together — one customer, one timeline, everything visible across channels. For a team dealing with customers who contact support from multiple email addresses and phone numbers, that shift alone changed what was possible.

However, the logistics team had one major concern.

Unlike the CX team, ProClip's logistics operation manages multi-contact workflows, with multiple people from the same company coordinating across dozens of orders at once. They worried that a traditional customer conversation view wouldn't fit the way they worked.

Gladly quickly pulled in product leadership to work through the use case alongside the team. Together, they identified an approach that could support both ProClip's customer-facing conversations and the more complex workflows managed by logistics.

After three to four weeks of building and testing workflows, ProClip went live. Today, product and returns teams already collaborate inside Gladly, with logistics next in line.

What changed

One view. One timeline. Faster responses.

The first improvement Nicholas noticed wasn't a metric. It was the knowledge base. With their previous platform, the help center lived in its own corner — available in theory, disconnected from the actual support workflow. In Gladly, answers, email templates, and customer conversations all exist in the same workspace. Agents don't have to leave the conversation to find what they need.

Twelve inboxes became one unified view. Customers stopped receiving conflicting responses from different agents. The team could finally see a customer's full history without hunting across systems.

First contact resolution climbed from 40% to nearly 90%. Average response time dropped from 13 hours to under one hour. CSAT reached 99%. Nicholas notes that CSAT tracking in their previous platform was inconsistent and difficult to trust — pairing Gladly with SimpleSat gave the team reliable visibility for the first time.

AI that actually fits the work

AI that knows a repeat customer when it sees one

ProClip uses Gladly on chat, where it resolves 51% of incoming conversations without a human handoff. Nicholas says much of that performance came out of the box, built on ProClip's existing help center content and product documentation.

When a warranty request comes in, Gladly checks Shopify order history in real time, including order count and customer value, and adjusts both the discount and tone of the response accordingly. A customer with ten orders gets a different experience than someone ordering for the second time.

The Loop Returns integration lets agents see return activity directly within the conversation, with no system switching required. And because many ProClip support conversations involve product compatibility, Gladly proactively recommends accessories customers may not know they need, flagging when a specific vehicle configuration typically requires an extension plate before the customer thinks to ask.

The next phase

From handling volume to building relationships

ProClip's product and returns teams already use Gladly as task-based collaborators — when the CX team hits a technical product question, they loop in the right internal team directly within the workflow. Logistics goes live next.

Beyond that, Nicholas is focused on self-service: giving customers the ability to edit orders, manage returns through Loop, and handle simple requests without waiting on support. Less time on routine operational questions, more time on the consultative conversations that actually require a person.

With faster response times, full conversation context, and AI handling routine volume, the team has room to focus on exactly that — the moments where being genuinely helpful makes the difference.