Case Study: JAXXON achieves 37% automation and faster support with Gorgias

How Jaxxon Accomplishes the Work of 5 Agents with 37% Automation

JAXXON, a luxury men’s jewelry brand, wanted to push its customer support automation beyond a 15% rate without sacrificing service quality. Using Gorgias Automate, including Quick Responses and order management tools, the CX team aimed to handle more repetitive questions and better support busy holiday periods.

With help from the Gorgias Customer Success Manager, JAXXON added multi-level Flows and holiday-specific automations, which raised automation to 37%. The impact was significant: response time dropped to 2 minutes, resolution time to 17 minutes, manual live chat tickets decreased by 17% within a month, and the automation workload was equivalent to five agents.

JAXXON

Caela Castillo

Director of Customer Experience