Case Study: Shinesty Automates 60% of Tickets and Speeds Resolution with Gorgias

How Shinesty Automates 50%+ of Tickets to Offer Great CX with a Team of 5

Shinesty, the apparel and subscription brand best known for its playful underwear and Ball Hammocks, needed a way to improve customer support efficiency without sacrificing the high-quality CX its customers loved. As peak-season demand grew, the team wanted to keep headcount low while handling common questions about orders, discounts, subscriptions, and account management. Shinesty used Gorgias, including AI Agent and Flows, to reduce repetitive support work.

With Gorgias, Shinesty automated self-service and conversational support across email, chat, and its Help Center, while also enabling order management through Shopify for eligible requests. The result was more than 60% of tickets automated, a 69% faster resolution time, and a 99% faster first response time, all with just 5 CX agents during peak season. Shinesty also maintained a 4.4/5 CSAT score, showing that Gorgias improved efficiency without hurting customer satisfaction.

Shinesty

Molly Kerrigan

Senior Director of Retention