Case Study: Orthofeet reaches 56% automation with Gorgias in under two months
Key results
The challenge
Orthofeet, an orthopedic footwear brand, wanted to bring customer experience in-house and consolidate multiple support platforms to improve efficiency. The team needed to handle chat, email, SMS and phone volume while keeping headcount flat amid double-digit year-over-year growth.
The solution
Orthofeet deployed Gorgias AI Agent alongside Help Center, SMS and Voice to automate common requests and speed responses across channels, while positioning phone support as a revenue channel.
“We've improved our SLAs by 50% while maintaining a similar headcount.”
GCGianKarlo CasimiroVP of Ecommerce, Orthofeet
The results, in context
According to the case study, Orthofeet reached a 56% automation rate in less than two months, exceeding its initial goal. Email first response time fell from 24 hours to 35 seconds (a 99.96% decrease) and weekend tickets dropped 50%. The company reported a 12% conversion rate on phone calls and $300K per month earned by CX over the phone.