Case Studies / How Welcome to Bob Cut Support Response Time by 99.7% With the Same Team

Case Study

How Welcome to Bob Cut Support Response Time by 99.7% With the Same Team

By Anastasiia Svyrydenko, Senior Content Writer

For eCommerce startups that need to speed up support without hiring

Updated on September 29, 2026

How Welcome to Bob Cut Support Response Time by 99.7% With the Same Team

Services

AI Development
System Setup and Integration
Support Workflows

About the Company

Location

UK

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 adedicated support team. Instead, they set out to find a smarter, more scalable way to handle first-line support themselves.

Challenges

Founder-run first-line support

The three co-founders answered every customer email themselves, on top of running a growing business. Each hour spent on routine replies was an hour taken from the product and the company, and that trade-off got heavier as orders kept rising.
Slow first responses

Customers waited 2 hours 25 minutes on average for a first reply and more than 4 hours for a resolution. Response speed depended on when one of the co-founders was free to check the inbox, and the team wanted every customer to get a fast, helpful answer.
Capped ticket capacity

The team could process only 112 tickets per week. With post-launch orders surging, query volume was on track to outgrow what three people could answer by hand, and building a dedicated support team wasn't something they wanted to take on.

Solution

SupportYourApp implemented Gorgias AI Agent on Welcome to Bob's email channel, pairing AI automation with the co-founders for complex cases.

Gorgias and Shopify setup

We activated the Gorgias Automate subscription and integrated it with Welcome to Bob's Shopify store, laying the groundwork before the AI Agent went live.
Custom brand tone of voice

The AI Agent was configured with a custom tone of voice that matches how the co-founders already talk to customers. Replies sound like Bob, not like a script.
Support content audit

We reviewed every existing support response and sorted it by best-fit use: Macros for repeatable replies triggered by specific intents, Knowledge Base Articles for customer-facing documentation, and Guidance Articles, internal instructions that shape how the AI Agent handles nuanced situations.
Content import and email launch

The sorted content was imported into Gorgias and connected to the AI Agent, giving it accurate, well-structured information for automated replies. We then switched the AI Agent on for email and started monitoring its performance.
Escalation to the co-founders

The AI Agent handles first contact on every email. Complex cases and anything that needs a human touch go to the co-founders, who picked up 30 of 161 tickets while the AI Agent covered the rest.

Faster replies. Same headcount.

SupportYourApp configures your AI agent and gets it answering emails in your brand's voice.

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Results

Replies got faster and customer satisfaction went up, while the co-founders got time back to focus on growing the business.

81%

Of email tickets handled without founder escalation

1week

To faster replies and quicker resolutions

99.7%

Faster first response time

Anastasiia Svyrydenko

Senior Content Writer

Anastasiia's writing expertise spans tech, mental health, business growth, and customer excellence. When she's not crafting engaging, insightful content, you can find Anastasiia curled up with a book or walking her dog in the nearest park.

Posted on September 29, 2026