Case Study: July deflects 31% of tickets and works like 3 extra agents with Gorgias Automate

How July Uses Automate to Do the Work of 3 Extra Agents

July, the high-end luggage retailer, needed a better way to handle a growing volume of repetitive customer questions about products, warranties, and order status. As the company expanded across the US and UK and faced seasonal spikes, its small CX team struggled to keep up without hiring extra agents. Gorgias helped July manage this challenge with its helpdesk and Automate product.

Using Gorgias Automate, July set up Quick Responses, Flows, and AI article recommendations to answer common questions instantly, guide shoppers to the right products, and pass richer context to agents when human help was still needed. The result was a 31% automation rate, 4.85/5 CSAT, and the equivalent of 3 extra agents’ worth of work, with 1,000–1,500 tickets deflected per month. Gorgias also helped July improve one-touch tickets and resolution time while avoiding extra seasonal headcount.

July

Alex Naoumidis

Head of Operations and CX