Our Success Stories

About The Brand

Jonas Paul Eyewear is a leading enterprise software company serving over 1000+ businesses globally.

Challenge

Jonas Paul Eyewear was struggling with scaling their customer support operations, facing increasing response times and operational costs.

Solution

We implemented an AI-powered support system that automated routine queries and provided intelligent routing for complex issues.

Detailed Analysis

Our solution involved a multi-phase implementation of natural language processing models, custom workflow automation, and integration with existing support tools. This comprehensive approach allowed Jonas Paul Eyewear to handle 3x more support tickets while reducing operational costs.

About The Brand

Dr. Bronner's is a family-owned business dedicated to transparency and social responsibility, offering high-quality products from soap to chocolate, while supporting fair trade and organic practices.

Challenge

As ecommerce sales surged, Dr. Bronner's small CX team struggled with increasing demand from repetitive inquiries and the limitations of Salesforce. They needed a solution to automate routine tasks while maintaining personalized customer experiences.

Solution

Within 30 days of implementing the AI agent, Dr. Bronner's automated 30% of customer interactions, increasing to over 45% after two months. This shift allowed the team to concentrate on more complex and personalized interactions, enhancing overall efficiency.

Detailed Analysis

This implementation not only improved operational efficiency but also helped preserve the quality of customer experiences, aligning with Dr. Bronner's commitment to social and environmental responsibility.

About The Brand

Shinesty is on a mission to force the world to take itself less seriously. After its early days selling wacky vintage suits, Shinesty is now best known for its men’s underwear range — providing booty bliss and scrotal serenity courtesy of its signature Ball Hammocks.

Challenge

Improving efficiency while maintaining high-quality CX and keeping headcount low during peak sales seasons. Shinesty already had Automate but wasn’t using it to its full potential.

Solution

Optimizing use of Automate to deflect half of customer tickets using automation. Customers get the answers and guidance they need via self-serve order management, automated Flows, and AI-driven Article Recommendations — faster and more easily.

The challenge: Improving CX efficiency without damaging customer satisfaction or ramping up headcount.

Our solution involved a multi-phase implementation of natural language processing models, custom workflow automation, and integration with existing support tools. This comprehensive approach allowed Jonas Paul Eyewear to handle 3x more support tickets while reducing operational costs.

Like many ecommerce brands, Shinesty’s peak sales period is from Black Friday Cyber Monday through Christmas. Shinesty has three internal customer support agents year-round, and adds extra agents during the holidays to manage increased demand — up to 20 agents in 2021.
When planning for the 2023 holiday season, Molly Kerrigan, Shinesty’s Senior Director of Retention, was interested in improving CX efficiency through automation. Specifically, how could automation tools help the CX team work more efficiently, with fewer agents, without downgrading the customer experience?

“We get a lot of praise from our customers and they talk highly of our CX team after 1:1 interactions. We can’t lose that as we scale.”
— Molly Kerrigan, Senior Director of Retention at Shinesty

The Shinesty CX team spent a lot of time repeating the same information over and over, to answer similar, straightforward customer questions on order status, discounts, account management, and more.
These are important questions, but not the kinds of 1:1 interactions that require a human touch, or build the relationship. Molly needed a way to get quick answers to these customers but save the human team’s time for those complex, sensitive, or relationship-building interactions.

Quick Responses offer customers 1-click answers to common questions, while Flows offer a more interactive experience to guide customers through the shopping experience. With Flows, Shinesty offers personalized, helpful information and recommendations based on the options a customer selects throughout the Flow.
Shinesty uses both to advise customers on everything from picking the right pair of undies to managing their subscription account and applying discount codes.
Customers can access these convenient automations via Chat, the Help Center, or the Contact Form. They can get the information they need, and fast, without needing to speak to an agent — although that option is always available.
Shinesty’s Flows are so well-designed that many top Flows have an automation rate over 90% — that means 90% of the time, the customer’s inquiry is completely resolved by Automate.

Make tracking orders and requesting changes easy for customers
Self-serve order tracking and management is extremely popular among Shinesty’s customers — and its CX team. Customers can access it via the Help Center or Chat, to get instant updates on what’s happening with their order. They can also use this portal to report issues with their order.

When customers ask questions in Chat, Automate’s AI-driven Article Recommendations feature checks Shinesty’s Help Center for an article that might answer the question. If it finds one, Automate shares the article with the customer. Often, this resolves the customer’s query without needing interaction with an agent.
Commonly asked topics cover both pre- and post-sales, from choosing the right size to managing subscriptions and the best way to wash Shinesty underwear.
As with other aspects of Automate, Shinesty has meticulously optimized its Article Recommendations to increase automation rates and customer satisfaction. After realizing that some articles contained duplicate content, the team streamlined its library to reduce the number of articles from 45 to 17 — and saw customer engagement with Article Recommendations soar.

“When we refined our content, that's when we really started seeing huge improvements with Automate. Because you definitely see people ask the same things over and over again, but they're wording it in different ways. So most of the time, they're going to need the same article, just using different keywords.”
— Molly Kerrigan, Senior Director of Retention at Shinesty

Since optimizing their Automate set-up and use, Shinesty’s first response time has dropped by 65%, and resolution time by 69%. This is the fastest Shinesty’s resolution time has ever been, with the smallest CX team it’s ever had — just 5 agents for the 2023 peak season, compared to 20 in 2021, and 12 in 2022.

“Now, customers can self-serve for 50% of interactions. It's a win-win: Our team has double the time to focus on tickets that need human attention, and customers are getting much faster responses.”
— Molly Kerrigan, Senior Director of Retention at Shinesty

With over half of all customer tickets deflected by automation, CX agents have far more time to deliver personalized and proactive support to customers. Customers are happy with both the automated and human interactions, giving Shinesty a steady 4.4/5 CSAT score.

“Automate has allowed us to focus on improving customer experience from the ground up, because we're not so deep in ‘ticket town.’”
— Molly Kerrigan, Senior Director of Retention at Shinesty

Using Automate has helped reduce stress for the CX team during busy periods. And being able to keep the team small has made it more manageable, with stronger internal communications.

“The CX agents say it feels way more organized and less frazzled now during peak season. And a smaller team means more attention from leadership to help them learn faster and develop.”
— Molly Kerrigan, Senior Director of Retention at Shinesty

Given Shinesty’s experiences, Molly wouldn’t hesitate to recommend Automate to other ecommerce brands looking for efficiency savings that not only won’t damage customer experience, but will actually enhance it.

“Automate would be useful for any ecommerce company that needs to lower their ticket counts, or wants to provide a more consistent experience.”
— Molly Kerrigan, Senior Director of Retention at Shinesty

About The Brand

Timbuk2's iconic messenger bags are designed for people on the go and made to last. Their commitment to sustainability includes a repurposing and repairs program, ensuring that unused bags do not end up in landfills.

Challenge

Prior to implementing a centralized solution, Timbuk2 faced unacceptable response times, resulting in poor customer experiences and lost sales. The team recognized the need to streamline communication across various channels for faster resolution of customer inquiries.

Solution

The implementation of a centralized customer service platform allowed Timbuk2 to drastically reduce their response time from two days to just two hours—an impressive 96% improvement. Additionally, the team's customer satisfaction (CSAT) score increased by 10%, while they maintained high performance during peak seasons, leading to a 35% boost in revenue.

The Challenge: Slow, Decentralized Customer Service Blocked Sales

Previously, Timbuk2's response time averaged two business days, which was detrimental to customer satisfaction. The team's reliance on multiple disconnected platforms created delays and inefficiencies.

Research shows that 66% of customers expect immediate responses, and 32% will abandon a brand after a single negative experience. The slow response times were likely costing Timbuk2 sales opportunities.

The Solution: Centralized, Automated Customer Support

With effective onboarding and resources, the Timbuk2 team found it straightforward to adopt their new customer service solution.

“The support team was genuinely interested in our success. They listened to our needs, which was crucial for us.”
— Joseph Piazza, Senior Customer Experience Manager at Timbuk2

Key features of the solution included:

• Unified Helpdesk: Integrated all customer communications into one platform, making it easier to manage interactions.
• Automated Responses: Set up to address common questions automatically, allowing agents to focus on complex issues.
• Personalized Templates: Dynamic templates pulled customer information from the e-commerce system, enhancing response efficiency.

The new solution saved agents significant time each week by consolidating customer conversations. The platform included built-in customer satisfaction surveys, further simplifying operations.

Automation enabled the team to respond to frequent queries like "Where is my order?" swiftly, freeing agents to tackle more nuanced inquiries.

“Automation alleviates pressure on our small team, especially during busy periods.”
— Joseph Piazza, Senior Customer Experience Manager at Timbuk2

Timbuk2 also utilized proactive chat features to engage customers visiting product pages, providing immediate assistance and boosting conversion rates.

The Result: 96% Faster Responses and 35% More Revenue

The centralized, automated platform reduced Timbuk2's average response time to just two hours, even during peak seasons. This improvement allowed the team to handle 50% more tickets without sacrificing quality.

As a result, customer satisfaction increased, with the CSAT score rising from 80 to 90. The combination of efficient service and proactive engagement strategies led to a 35% revenue increase.

“Enhanced customer support should align with revenue growth. We aim to make customer experience a driving force for our success.”
— Joseph Piazza, Senior Customer Experience Manager at Timbuk2

About The Brand

Darn Good Yarn is an online yarn store dedicated to supporting women's economic empowerment and fair trade practices. Their products carry special stories of hard work, love, and creativity, ensuring a strong relationship throughout the supply chain.

Challenge

As Darn Good Yarn expanded its product range and subscription program, the volume of customer inquiries surged. Over 50% of support tickets were related to subscription boxes, creating a need for a more efficient helpdesk solution that could integrate seamlessly with their e-commerce platform.

Solution

By implementing an integrated helpdesk solution, Darn Good Yarn significantly reduced their response and resolution times. They automated the handling of common issues such as refunds and order edits, enabling their team to resolve inquiries more efficiently.

The Challenge: Inefficient Customer Support Slowed Growth

Prior to the switch, Darn Good Yarn's customer support team struggled to keep up with inquiries due to multiple disconnected platforms. This inefficiency was not only frustrating for the team but also detrimental to customer satisfaction.

With 66% of customers expecting immediate responses, the existing delays were likely costing the company valuable sales opportunities.

The Solution: Streamlined, Automated Customer Support

Effective onboarding allowed the Darn Good Yarn team to quickly adopt their new helpdesk solution.

“The support team was genuinely interested in our success. They listened to our needs, which was crucial for us.”
— Amanda Schermerhorn, Director of Operations

Key features included:

• Unified Helpdesk: Integrated all customer communications into one platform for easier management.
• Automated Responses: Addressed common inquiries automatically, allowing agents to focus on more complex issues.
• Custom Macros: Enabled the team to handle frequent requests efficiently with tailored actions.

The new solution allowed agents to save substantial time each week by consolidating customer interactions. With proactive chat features, they could engage customers browsing product pages, enhancing the overall experience.

“Automation alleviates pressure on our small team, especially during busy periods.”
— Amanda Schermerhorn, Director of Operations

The Result: 335 Customer Service Hours Saved

The new integrated platform reduced the average response time significantly. This improvement allowed the Darn Good Yarn team to handle 50% more support tickets without sacrificing service quality.

As a result, customer retention increased, with agents able to address inquiries more effectively and swiftly.

“Enhanced customer support should align with our growth strategy. We aim to make customer experience a driving force for our success.”
— Amanda Schermerhorn, Director of Operations

About The Brand

Marine Layer is a San Francisco lifestyle brand founded in 2009 by Mike Natenshon and his best friend Adam. The brand focuses on creating comfortable clothing, specifically t-shirts made from ethical and sustainable materials, and has grown to over 40 brick-and-mortar stores across the country, complemented by a strong online presence.

Challenge

Marine Layer aimed to replicate the exceptional brick-and-mortar customer experience on their Shopify store. Their previous help desk solution, Desk.com, lacked essential features like customer history integration, leading to inefficient communication and prolonged resolution times.

Solution

After transitioning to Gorgias, Marine Layer utilized chat features and macros to enhance customer interactions. This approach not only streamlined communication but also provided agents with customer history at their fingertips, significantly improving efficiency.

The Challenge: Replicating In-Store Experience Online

As a brand defined by its tactile shopping experience, Marine Layer faced the challenge of conveying the same feeling online. The need for strong customer support software was critical to maintaining their brand identity in the digital realm.

The Solution: Enhanced Customer Support with Gorgias

Upon adopting Gorgias, Marine Layer set up live chat on their website, enabling spontaneous customer inquiries and reducing the reliance on phone support. They also implemented macros for consistent messaging, leading to quicker response times.

“Thanks to Gorgias, my customer service team has been able to increase customer satisfaction and drive loyalty. We've drastically reduced the time it takes to resolve inquiries.”
— Dave Szymaszek, Head of Customer Experience

Key features included:

• Live Chat: Allows customers to reach out directly, mimicking in-store interaction.
• Macros: Ensures consistent and rapid responses tailored to the brand’s voice.
• Shopify Integration: Provides agents with immediate access to customer order histories, enabling efficient order management.

The Result: Improved Efficiency and Increased Revenue

By leveraging Gorgias, Marine Layer achieved a 68% decrease in resolution time and a remarkable 75% increase in online orders. The integration allowed the support team to manage over 6,000 tickets per month while enhancing customer satisfaction and loyalty.

“The Gorgias team has been extremely responsive to our questions, adapting their platform to our needs.”
— Dave Szymaszek, Head of Customer Experience

About The Brand

Obvi is a brand dedicated to creating delicious and nutritious products that support wellness and a healthy lifestyle. Known for their innovative protein powders and other dietary supplements, they aim to help customers achieve their health goals.

Challenge

As Obvi's customer base grew, managing customer inquiries became increasingly challenging. They needed a solution to efficiently handle a high volume of support tickets while maintaining customer satisfaction and operational efficiency.

Solution

By implementing an AI-driven automation solution, Obvi was able to manage over 150 tickets per day with just 1.5 support agents. This system allowed for faster responses to common inquiries, significantly reducing the workload on the human support team.

The challenge: Managing a high volume of customer inquiries while ensuring satisfaction and efficiency.

To tackle this, Obvi deployed natural language processing and automation tools to streamline their support process, allowing them to resolve customer issues more quickly and effectively.

During peak sales events like Black Friday and Cyber Monday, the demand for support skyrocketed. The challenge was to maintain quality service without overwhelming the small team of support agents. Automation was the key to achieving this balance.

“Our customers appreciate quick responses and effective solutions. Automation has allowed us to meet these expectations while keeping our team lean.”
— Obvi Support Team Lead

Obvi implemented automated responses for frequently asked questions and order tracking, ensuring that customers could easily find the information they needed without waiting for an agent. This not only improved response times but also enhanced the overall customer experience.

With a focus on user-friendly automation, Obvi provided customers with the tools to self-serve, thereby reducing the number of tickets that required direct agent interaction. This strategic shift allowed the support team to concentrate on more complex inquiries, which improved their overall efficiency.

Obvi's support automation features were designed to handle various inquiries ranging from order statuses to product information, ensuring customers received timely and accurate information. The implementation resulted in a 27% automation rate, allowing the team to focus on driving sales during key events.

“With automation, we’ve seen a drastic improvement in our response times and customer satisfaction scores. It's a game-changer for our support team.”
— Obvi Support Team Lead

After implementing the automation solution, Obvi experienced a notable increase in sales, particularly during BFCM 2023, where sales surged by 10 times compared to previous years. Customer satisfaction also improved significantly, reflecting the effectiveness of the new system.

“Automation has freed our team to focus on building relationships with our customers, ultimately enhancing their overall experience.”
— Obvi Support Team Lead

By optimizing their support processes, Obvi was able to not only manage customer inquiries efficiently but also foster a positive customer experience that encourages loyalty and repeat business.

Company Overview

MNML is a Los Angeles-based fashion brand that aims to deliver high-quality on-trend menswear at unbeatable prices. Since its creation in 2016, the company has experienced hyper-growth, becoming a leader in the online streetwear and menswear industry, often featured in Hypebeast and GQ, and boasting over 460k Instagram followers.

“Made the switch from Zendesk and haven't looked back. Setup was fast and simple. The team is super responsive, and helpful. Platform is very intuitive and straightforward. Great for Shopify web stores!”
— Ian Anderson, Operations Manager

Challenge

MNML's slogan, "keeping things simple," underlines its B2C online-only business model, which avoids markups to provide wardrobe staples at fair prices. As a new brand competing in a crowded market dominated by established players like H&M and Zara, MNML relies heavily on social media for growth.

However, as their online community grew, customers began reaching out for support via social channels like Facebook and Instagram instead of traditional email. The marketing team realized that a robust help desk was essential to manage this influx of support inquiries.

Initially, Ian Anderson, the Operations Manager, managed support single-handedly using a classic mail app, leading to overwhelming challenges in handling repeated queries. It became clear that a dedicated help desk was necessary to streamline support and leverage communication across various channels.

The Choice of Help Desk

With sales soaring, MNML decided to invest in support by hiring agents and adopting their first help desk: Zendesk. However, agents found it difficult to navigate and lacked integration with Shopify, prompting Ian to explore alternative solutions.

Solution: Migrating to Gorgias

In April 2018, MNML migrated to Gorgias, which not only allowed for Shopify actions from the help desk but also provided seamless management of Facebook Messenger inquiries. Given that MNML's retargeting strategy involved re-engaging customers through Facebook Messenger, the integration was crucial.

The ShopMessage Messenger bot facilitated auto-sending messages to recover abandoned shopping carts, allowing MNML to re-engage with potential customers. Gorgias enabled agents to jump into conversations initiated by the bot, ensuring a human touch when needed, thereby enhancing customer experience and increasing conversion rates.

Gorgias' design ensured that quick replies from bots did not create additional tickets, only generating tickets when customers typed manual queries. This streamlined approach allowed MNML agents to respond promptly to customers, thereby improving overall efficiency.

Empowering Support Agents

With Gorgias, support agents could access customer data from Shopify directly in the sidebar of the help desk. This feature allowed agents to provide tailored recommendations and proactive shipping information based on the customer's purchase history.

MNML also leveraged Gorgias chat and chat campaigns to engage visitors based on their activity on the website, further enhancing customer interaction and driving sales.

Results

Since switching to Gorgias, MNML has successfully reduced first response and resolution times by 35%. Moreover, the integration of Messenger and live chat features has led to a 50% increase in ticket creation, contributing significantly to sales conversions.

“The combination of social media integration and a user-friendly help desk has transformed our customer support and sales processes.”
— Ian Anderson, Operations Manager

About The Brand

CROSSNET is the world's first four-way volleyball game founded by brothers Greg and Chris Meade and their childhood friend Mike Delpapa in 2017. The trio has been in business for five years, achieved over eight figures in revenue, and built a team of 20 full-time employees.

Challenge

In the past, CROSSNET used a simple helpdesk app to handle customer tickets, which wasn't scalable as the company grew. They needed a better solution dedicated to ecommerce with more advanced features.

Solution

CROSSNET centralized all tickets into one platform, which helped create a better shopping experience for their customers and became a crucial part of their revenue-generating strategy.

The Challenge: Scaling customer support without compromising quality.

Previously, the CROSSNET team used a basic tool to manage their support tickets. As they grew, they needed a more sophisticated solution to act as a central hub for collaboration and to manage social media comments effectively.

Utilizing Effective Customer Support

CROSSNET employs a full-time virtual assistant for customer service tasks, along with other virtual assistants to manage tickets outside of business hours. Their team handles 500 to 1000 tickets weekly during the off-season and upwards of 200 to 500 daily in peak periods.

"The first week we implemented our new solution, a sporting goods store came in via live chat, and I had the conversation right within the platform, leading to a purchase of over $450,000."
— Chris Meade, Co-Founder

The Impact on Revenue

With the new system, CROSSNET can respond to customer inquiries in real-time, providing fast support for common questions and ensuring they never miss an opportunity to sell. Chris Meade emphasizes that customer inquiries are crucial to driving sales.

"We better be taking advantage of customers wanting to buy our game."
— Chris Meade, Co-Founder

He rates their new customer support solution a 10 out of 10, highlighting its role in transforming the company and generating significant revenue.

About The Brand

Lillie's Q is dedicated to serving authentic Southern barbeque through their line of sauces and rubs. Chef Charlie McKenna opened Lillie's Q restaurant in July 2010, founded in honor of his grandmother, Lillie, who taught him the art of Southern cooking. After competing in barbeque competitions, Charlie began creating unique sauces inspired by the regions he traveled.

Lillie's Q distributes its products nationally and internationally, aiming to bring people together through authentically crafted Southern barbeque flavors.

Past Challenges

Nicole Mann, the Marketing Director, shared that customers would reach Lillie's Q through their phone number and email, but tracking these interactions was challenging. The customer service process was disjointed, with a digital content manager relaying comments from social media to the customer service team.

"We received comments and questions from Instagram and Facebook. Our digital content manager was passing a lot of these questions and comments on to our customer service team before we integrated our solution."
— Nicole Mann, Marketing Director

Integration of a New Solution

After realizing the support team was overwhelmed with customer questions, management integrated a new communication system, providing structure to the support process for the first time. This centralization allowed customer support staff to respond to inquiries efficiently while tracking every step of the support journey.

"The new system has helped streamline our customer service, improving our customers' and employees' experience."
— Nicole Mann, Marketing Director

The Impact on Sales

As inquiries were resolved faster, Lillie's Q saw a positive trend in sales and client retention, with total sales from overall support increasing by 166% and direct sales from chat rising by 75% due to quick communication.

"We can respond to our customers in real-time, answer their questions about products, and assist with orders without them leaving the site. This quick communication has directly increased our sales."
— Nicole Mann, Marketing Director

Simplifying Communications

The integration also reduced Lillie's Q's response time to 13 hours, with a resolution time below 24 hours. Quick responses have led to higher customer satisfaction and trust in the brand.

By tracking customer data, Lillie's Q can understand customer preferences and address complaints, enhancing their marketing strategy. The integration with their ecommerce platform allows customer support to view relevant product information alongside inquiries, streamlining the support process.

The addition of automations allows Lillie's Q to auto-respond to common questions, enhancing efficiency and customer experience.

Looking Ahead

The implementation of the new communication system has led to significant improvements in customer and employee interactions, ultimately helping Lillie's Q increase sales.

"We see strong growth for our company in the future, including expanding our product distribution and building our team. Our new system will help connect our growing team with our expanding consumer base."
— Nicole Mann, Marketing Director