Case Study: Darn Good Yarn saves 335 customer service hours with Gorgias

How Darn Good Yarn saves 335 customer service hours a year by switching to Gorgias

Darn Good Yarn, an online yarn store focused on women’s economic empowerment and fair trade, needed a way to better manage its fast-growing subscription business. As subscription boxes became a major source of support requests, the team looked for a help desk that could integrate with its e-commerce stack to automate repetitive tasks and improve response times.

Using Gorgias with Shopify and ReCharge, Darn Good Yarn enabled agents to handle subscription and order actions directly from the help desk, including refunds, edits, skips, and cancellations through customizable macros. Gorgias also surfaced customer history in the ticket sidebar, helping the team resolve issues faster and more personally. The impact was significant: routine tasks dropped from about 17 seconds to 1.5 seconds per ticket, saving an estimated 335 customer service hours per year while improving retention.

Darn Good Yarn

Amanda Schermerhorn

Director of Operations