Case Study: Boston Proper Automates 36% of Support Volume with Gorgias

Boston Proper automates 36% of support volume with Gorgias

Boston Proper, an apparel brand, struggled with a disconnected tech stack that created inefficiencies and prevented a personalized customer experience across their growing support channels. They needed a centralized platform to integrate their support and ecommerce apps, which led them to the vendor Gorgias and its Automate and AI Agent products.

By implementing Gorgias as their central CX hub, Boston Proper automated 36% of support volume. The solution integrated their systems and used AI Agent to handle routine queries. This resulted in a 98% improvement in first response time, a 17-hour reduction in resolution time, and a 25% conversion rate on their revenue-generating phone channel.

Boston Proper