How Tailored Brands cut repeat customer contacts by two-thirds

High-stakes moments demand first-time resolution

Tailored Brands serves customers preparing for weddings, interviews, celebrations, and other moments where the details matter. When they reach out for help, there’s little room for slow answers or having to explain themselves twice. On its legacy platform, 18% of customers had to contact the team again about the same issue.

Tailored Brands needed a better way to give every team member the context to understand the customer, resolve the issue, and get it right the first time.

One view of every customer, with AI that does the legwork

See the whole customer story

Every visit, brand, and conversation lives in one view, so customers never have to start from scratch.

Get up to speed instantly

AI pulls together the customer’s history when a conversation comes in, giving team members the context they need without the digging.

Start with an AI-drafted response

AI drafts the reply, giving team members more time to focus on the person, the problem, and the relationship.

Keep the conversation going across channels

Chat, email, text, and voice all pick up where the last conversation left off.

Fewer repeat contacts and more confidence in every conversation

66.7%

fewer recontacts. Recontact rate fell from 18% to 6%.

100%

quality assurance coverage. Up 98% from the legacy platform.

23%

AI resolution rate. Up 15% from the legacy platform.

For customers, that means fewer repeated conversations and faster resolution. For Tailored Brands, it means greater confidence that every conversation meets its standard.

Tailored Brands wasn’t looking for technology alone. It wanted a partner that shared its commitment to putting customers first, improving every day, and doing the right thing. With Gladly, those values show up in the experience itself: customers are known, team members have the context to help, and fewer people have to ask twice.