How do you boost support productivity without investing a ton into new hires?

Welcome to Bob is a UK-based startup on a mission to revolutionize body wash. Its first product, Bob, is the first of its kind — a refillable body wash that combines an applicator with a Bob bar. It’s perfect for home, gym, and holidays.

As orders began to surge post-launch, the three co-founders found themselves juggling customer support alongside running the business. They wanted to ensure every customer received fast, helpful replies — but without hiring a dedicated support team. Instead, they set out to find a smarter, more scalable way to handle first-line support themselves.

At the time, their support metrics looked like this:

• First response time: 2 hours 25 minutes
• Resolution time: 4 hours 31 seconds
• Capacity: Only 112 tickets processed per week

The team needed a solution that could handle a growing volume of queries, keep replies lightning-fast, and work around their availability — all without expanding headcount.

Keeping customers waiting was never an option. 

So, Welcome to Bob started looking for a smart solution that could manage routine inquiries without compromising quality. 

The Solution

SupportYourApp helped Welcome to Bob implement Gorgias AI Agent for customer service, allowing them to adopt a hybrid approach — combining advanced AI automation with a human touch for a more efficient and personalized support experience.

Implementation Details

We started by activating Gorgias Automate subscription and integrating with the client’s Shopify store. 

It was essential for this customer support AI Agent to reflect the same tone of voice the co-founders used — not just provide scripted, robotic replies, but engage with customers in a way that felt authentic and on-brand.  So, we configured a custom tone of voice.

To prepare for the AI Agent deployment, we audited the existing support content used to address customer inquiries. All responses were reviewed, organized, and categorized into a table based on its best-fit use:

• Macros – for repeatable replies triggered by specific intents.
• Knowledge Base Articles – for detailed, customer-facing support documentation.
• Guidance Articles – internal instructions used to shape how the AI Agent responds in nuanced situations.

Once categorized, all content was imported into Gorgias and integrated with the AI Agent. This ensured the AI had access to accurate, up-to-date, and well-structured information to provide high-quality automated responses.

It was time for lift-off! We activated the AI Agent for email and began monitoring its performance.

Hybrid Approach

With Gorgias AI Agent implementation, here’s what Welcome to Bob’s support process looked like:

1. Gorgias AI Agent handled initial customer interactions across email channels
2. Welcome to Bob’s co-founders managed escalated cases and complex inquiries that needed human touch
3. 30 of 161 tickets (19%) were strategically transferred to the co-founders when needed

The Results

The implementation delivered immediate and dramatic improvements within the first week:

The impact of the AI Agent was immediate. Support became significantly faster and more efficient, with a noticeable boost in customer satisfaction. The co-founders handled more tickets, responded quicker, and resolved issues in record time — all while keeping the human touch where it mattered most.

Additional Benefits

Apart from the impressive performance results, here are the benefits that Welcome to Bob got to experience: 

• Consistent service quality: Gorgias AI Agent maintained brand voice and service standards across all interactions
• 24/7 availability: immediate responses regardless of time zone or business hours
• Scalability: infrastructure capable of handling significant volume increases without growing resource use
• Client’s team satisfaction: the co-founders were able to focus on business growth rather than resolving repetitive support requests

By combining the automation capabilities of Gorgias with the co-founders’ expertise, Welcome to Bob achieved dramatically faster support, higher customer satisfaction, and a scalable solution that balances automation and empathy.

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