Case Study: Princess Polly boosts CX efficiency with Gorgias

Princess Polly Improves Their CX Team Efficiency by Benefiting From Gorgias-Shopify Integration

Princess Polly, a fast-growing online women’s fashion brand in the U.S. and Australia, needed a better way to deliver a personalized customer experience while also improving employee satisfaction. Their previous helpdesk, Zendesk, wasn’t supporting those goals, so they looked for a more efficient, integrated CX platform. Gorgias was the vendor they chose, using its Helpdesk with Rules, Macros, and Shopify integration.

With Gorgias, Princess Polly streamlined support workflows, centralized customer and order data, and enabled agents to resolve issues without switching tools. The result was a 40% increase in efficiency, 80% decrease in resolution time, 95% decrease in first response time, and 15% improvement in one-touch tickets. Gorgias also helped Princess Polly manage 50,000 monthly tickets across channels and improve agent productivity by 40%.

Princess Polly

Alex Collis

Director of Operations