Case Study: Caitlyn Minimalist achieves faster support and higher conversions with Gorgias AI Agent

Caitlyn Minimalist boosts one-touch tickets 300% with Gorgias

Caitlyn Minimalist, a California-based customizable jewelry brand, faced the challenge of managing over 30,000 monthly support tickets while trying to maintain its empathetic and personalized customer experience. The volume of repetitive "Where Is My Order" (WISMO) inquiries was overwhelming their team. To address this, they turned to the vendor Gorgias and implemented its AI Agent product to automate responses and provide sales assistance.

The solution from Gorgias involved deploying its AI Agent to handle repetitive support tickets and offer personalized shopping assistance across email and chat channels. This resulted in a 99% decrease in first response time, a 59% decrease in resolution time, and a 300% increase in one-touch tickets. Most notably, the AI Agent achieved a 20% conversion rate for sales, outperforming human agents by 175%. Gorgias enabled Caitlyn Minimalist to manage a 160% increase in ticket volume without adding more staff.

Caitlyn Minimalist