Case Study: Pit Viper Achieves Faster Response Times and 4.9 CSAT with Gorgias and ShipBob

How Pit Viper Achieved a 4.9 CSAT and Faster FRT With Gorgias and ShipBob

Pit Viper, the sporting goods brand known for its colorful, retro-inspired sunglasses, wanted to speed up customer support for common WISMO (“where is my order?”) questions. Their team had order data in Shopify and shipping data in ShipBob, which forced agents to bounce between tabs, manually look up tracking details, and copy-paste information—slowing response times and taking attention away from more complex customer issues.

To solve this, Pit Viper implemented Gorgias with ShipBob, using Gorgias as a central helpdesk and Flow-based self-service to surface up-to-date shipping information directly in chat. With the Gorgias + ShipBob integration, agents could see Shopify order details and ShipBob fulfillment data in one place, while automation handled many WISMO inquiries instantly. As a result, Pit Viper reduced first response time to under 3 hours, resolved 41% of tickets with one touch, and reached a 4.9/5 CSAT score.

Pit Viper

Lexi Goldberg

Customer Service Manager