Case Study: Vessel reduces response time and boosts CSAT with Gorgias AI Agent

How VESSEL decreased response time and improved CSAT in one month with AI Agent

Vessel, a premium sporting goods brand, needed a way to provide faster, more reassuring customer support as inquiries grew alongside the business. As a luxury brand, Vessel wanted to improve response time, boost CSAT, and increase automation while still preserving a personalized customer experience.

Using Gorgias AI Agent, Vessel automated repetitive email tickets and tailored responses to match its brand voice. In just one month, Gorgias helped Vessel increase email automation by 45%, cut first response time to 28 seconds, and reduce resolution time to 37 seconds, while also improving customer satisfaction and freeing agents to focus on more complex requests.

Vessel

Lauren Reams

Customer Experience Manager