Case Study: Pajar cuts support response times and automates 45% of tickets with Gorgias

How Pajar Automates 45% of Tickets to Cut Response Times From Days To Minutes

Pajar, a Canadian performance footwear and outerwear brand, was struggling to keep up with high support volume during peak seasons like winter and BFCM, especially with a small five-agent team and the added complexity of bilingual English/French support. With Zendesk as their previous helpdesk, Pajar needed a way to automate repetitive inquiries, reduce response times, and maintain customer satisfaction.

Gorgias implemented AI Agent and Automate through its 30-in-30 onboarding program, helping Pajar resolve common FAQs, handle bilingual conversations, and seamlessly escalate complex issues to human agents. The result was a 45% automation rate, a 99% improvement in first response time from 15 days to 12 minutes, and a 94% improvement in resolution time from 29 days to under 2 days, while also saving the equivalent of two full-time roles.

Pajar

Noémie Rousseau

Customer Service Manager