Case Study: Audien Hearing boosts efficiency and cuts returns with Gorgias

How Audien Hearing Increased Efficiency for 75 Agents and Reduced Product Returns by 5%

Audien Hearing, a direct-to-consumer hearing aid company, was overwhelmed by more than 50,000 monthly support interactions across phone and email. Using Gorgias and its AI Agent, the team needed a better way to organize tickets, improve response times, and reduce product returns caused by unanswered questions and delayed support.

Gorgias helped Audien Hearing improve self-service with Flows and a Help Center, automate repetitive FAQs with AI Agent, and integrate deeply with Aircall and custom warehouse workflows. As a result, Audien Hearing reported an 88% decrease in first response time, a 5% reduction in return rate, 9,000 self-service resolutions per month, and CSAT rising from 80 to 86.