Case Study: Timbuk2 achieves 96% faster responses and 35% more revenue with Gorgias

96% faster responses and 35% more revenue: Why Timbuk2 loves Gorgias

Timbuk2, the retail brand known for durable messenger bags, was struggling with slow and decentralized customer service. Using Zendesk and several separate tools, its team had to manage email, SMS, chat, phone, and social messages across disconnected systems, leading to response times of two business days and lost sales.

Gorgias centralized Timbuk2’s support into one helpdesk and added automation with Rules, Macros, Live Chat, and Shopify-connected templates to speed up responses and handle repetitive tickets. As a result, Gorgias helped cut average response time from 2 days to 2 hours, improved CSAT by 10% (from 80 to 90), and contributed to 35% more revenue, even during peak season.

Timbuk2

Joseph Piazza

Senior Customer Experience Manager