When the pandemic led to supply-chain disruptions and food shortages in 2020, that frightening experience reminded us how much the world depends on the people who grow our food. And for more than 80 years, those hard working heroes—small farmers, orchard operators, nursery owners—have depended on Gempler’s.
A family-owned, nationwide supplier to farms, agricultural small businesses, landscapers, and others who work outdoors, Gempler’s offers everything from tools and equipment, to gardening supplies, to safety gear, to clothing and footwear.
Since the company was acquired a couple of years ago, it has experienced substantial growth. As the Gempler’s eCommerce storefront has attracted a significant increase in traffic and demand for products, the company’s customer support team has also seen its call volume steadily increase.
One of the company’s key differentiators is its friendly customer service agents and the outstanding customer experience they provide in every interaction. But as support inquiries increased across channels—including phone and email—the company found its communications infrastructure unable to deliver the unmatched level of service it promised customers.