Case Study: Ekster Achieves 27% Ticket Automation with Gorgias Automate

How Ekster Used Automation to Cover the Workload of 4 Agents

Ekster, the smart-wallet and accessories brand, was handling about 21,000 support tickets per month, with volumes rising by up to 20% during peak seasons like Father’s Day and Black Friday through Christmas. After shrinking its support team by 33%, Ekster needed a better way to manage repetitive questions and seasonal surges, and turned to Gorgias and its AI Agent/Automate features.

Gorgias implemented Automate for Ekster, including Quick Responses, Help Center articles, Article Recommendations, and automation for returns, tracking, and order management. The result was a 27% ticket automation rate, helping Ekster cover the workload of four agents with a smaller team, reduce staff stress and costs, and avoid rehiring while still handling peak-season demand efficiently.

Ekster

Shauna Cleary

Head of Ecommerce