Case Study: OLIPOP boosts customer support speed and revenue with Gorgias

How OLIPOP champions conversational commerce and CS with Postscript + Gorgias

OLIPOP, the better-for-you soda brand, experienced 4x growth in just one year as DTC expanded from 5% to 35% of the business. To keep delivering exceptional customer service at scale across email, SMS, and social, the team needed a support and messaging setup that felt personal, worked well with Shopify Plus, and could handle hundreds of thousands of customers without losing the human touch.

Using Gorgias alongside Postscript, OLIPOP created a tightly integrated customer experience where SMS conversations became support tickets and replies flowed naturally from the same number, preserving a true back-and-forth text experience. With Gorgias, OLIPOP cut first response time by 88% and resolution time by 91%, while revenue from customer service increased 1200%; they also reported a 25x ROI on Postscript and a 71% improvement in response and resolution time from the Gorgias + Postscript integration.

Olipop

Eli Weiss

Director