Case Study: Cotopaxi achieves 168% ROI in six months with Forethought

Cotopaxi Hits 168% ROI in Six Months with Forethought

Cotopaxi, the adventure travel gear company and B Corporation, wanted to bring AI into customer support without sacrificing its high service standards or CSAT. The team was initially wary of AI, so they needed a solution that would give customers fast, personalized answers while letting the company keep headcount steady. They chose Forethought’s AI support platform, including Solve and Discover, to fit into their existing workflows.

With Forethought, Cotopaxi was able to route requests by intent, integrate with Kustomer and Shopify, and automate answers to common questions about sales, promo codes, orders, and returns. In the first six months, Cotopaxi maintained a 4.5/5 CSAT while increasing deflection by 28% and saving $76,000, and the company also used Forethought Discover to help manage its knowledge base with just one team member.

Cotopaxi

Bron Rasmussen

CX Operations Coordinator