Case Study: Glamnetic handles 40% of support volume with Gorgias AI Agent

Glamnetic handles 40% of support volume with Gorgias AI Agent

Glamnetic, a Los Angeles-based beauty brand, needed to create a more personalized and conversational customer experience to improve low CSAT scores and reduce operational costs. Their previous non-conversational automation often required customers to open a ticket for follow-up questions, and they struggled to resolve time-sensitive order modifications quickly enough. To address this, they turned to vendor Gorgias and its AI Agent product.

By implementing Gorgias's AI Agent, named Gina, Glamnetic's support became fully conversational. The AI Agent uses Actions to handle tasks like providing tracking information, modifying addresses, and canceling orders without human intervention. This solution resulted in a 40% automation rate, a 4.89/5 CSAT score for the AI, a 91% improvement in first response time during BFCM, and the avoidance of two additional seasonal hires, saving 12 days of manual work per month.

Glamnetic