RetailSourced

Case Study: Pepper drives 19.2x ROI on AI sales with Gorgias

Pepper Case StudySourced & dated by Case Study Desk

Key facts · TL;DR

Company

Pepper

Industry

Retail

Challenge

Turning support into a revenue generator for an intimates brand.

Headline result

Pepper reached a 54% automation rate and a 19.2x ROI on AI-driven sales with Gorgias

Key results

54%

automation rate

60% during peak times

19.2x

ROI on AI-driven sales

+18%

average order value uplift

27,000+

automated interactions

The challenge

Pepper, an intimates brand specializing in bras for smaller chests, needed to automate requests ranging from returns to product questions as it scaled. The company moved off its previous platform, Gladly.

The solution

Pepper adopted Gorgias AI Agent and Shopping Assistant to automate support and drive AI-assisted sales, including virtual fit sessions.

“We're turning support from a cost center to a revenue generator.”
GM
Gabrielle McWhirter
CX Operations Lead, Pepper

The results, in context

According to the case study, Pepper reached a 54% automation rate (60% during peak times) and a 19.2x ROI on AI-driven sales interactions, with a 19% AI-assisted sales conversion rate and an 18% uplift in average order value. It logged more than 27,000 automated interactions and cut first response time by 99.5% and resolution time by 92.1%.

Products used

Gorgias Gorgias AI AgentGorgias Shopping Assistant