Case Study: Marine Layer reduces resolution time by 68% with Gorgias

How Marine Layer drastically reduced their resolution time, and increase customer loyalty.

Marine Layer, a San Francisco apparel brand with 40+ brick-and-mortar stores and a growing Shopify presence, needed a better way to support customers across online and offline channels. Their existing Desk.com setup lacked ecommerce context, previous contact history, and a seamless live chat experience, making it hard to deliver the consistent, “tactile” service their brand is known for.

Using Gorgias, Marine Layer implemented live chat, campaigns, macros, and a deep Shopify integration to mirror the in-store experience online. Gorgias helped auto-populate order history, let agents edit and refund orders, and standardize responses, resulting in a 68% reduction in resolution time while supporting a 75% increase in online orders and lowering support costs.

Marine Layer

Dave Szymaszek

Head of Customer Experience