The problem

Every November the queue tripled. Pine & Co. hired temps, answers got slower and reviews suffered.

What we built

A support agent inside Gorgias that checks orders in Shopify and carriers' tracking, approves returns within policy and drafts replies in the brand's warm tone.

The result

The agent closes two thirds of tickets on its own. The team kept its size through peak season and spends its time on the customers who need a person.