How Unreal Snacks turned a lean CX team into a support powerhouse

Managing 1,100+ monthly conversations with fragmented customer data

As Unreal Snacks expanded across D2C, wholesale, and Amazon, its customer service operation became increasingly complex. With a lean CX team handling roughly 1,400 customer conversations a month, efficiency was critical, especially during holidays and warm-weather melting seasons.

The team struggled with restrictive reporting and fragmented customer histories on its old platform, which left them flying blind. Agents spent too much time piecing together context from previous interactions, while leadership lacked the visibility to spot patterns and understand what was driving customer outreach. During seasonal spikes, those limitations became even more pronounced.

Unreal needed a platform that could give its lean team better visibility into every customer interaction, stronger reporting, and more thoughtful ways to automate routine requests without sacrificing the customer experience.

One customer history, smarter automation, and clearer visibility

After evaluating several other popular platforms, Unreal chose Gladly for its customer-centric approach, stronger reporting, and ability to thoughtfully automate routine interactions.

How Unreal uses Gladly:

Automate routine requests without agent intervention

Unreal uses Gladly to automatically handle routine contacts, including event donation requests, creator partnership inquiries, and coupon requests. In July, these automations handled 20% of customer contacts without human intervention.

Give agents immediate customer context

Agents can see a customer’s previous interactions in one continuous view, making it easier to recognize repeat contacts, understand past issues, and respond without digging through separate email threads.

Route urgent issues to the right person

Unreal uses rules to automatically surface high-priority conversations, including urgent order changes and product concerns, so the team can focus attention where it’s needed most.

Spot trends and stay ahead of volume

Topics reporting and live dashboards give Unreal visibility into why customers are reaching out, how volume is changing, and what the team is working on in real time.

Fast implementation and immediate results

Unreal went live on Gladly just five weeks after signing its contract. In its first full month on the platform, the team saw:

• 20% of customer contacts automated

• 25% CSAT survey response rate, up from 8–15%

• 1,100+ conversations per month

• 5 weeks to go live

For Unreal’s lean CX team, automation means more capacity for the conversations that need a human touch. And the team is just getting started, with plans to expand automation into more complex needs like order cancellations and address changes.

Strong reporting and a user-friendly interface mattered, but so did Gladly’s approach to AI. Unreal wanted to automate more of its customer experience while staying in control of how those conversations happen.

“Our leadership wants AI to be very thoughtful, which is another reason why I went with Gladly. I like that you can build the conversation.”