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

Challenges

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  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.

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  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.

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  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.

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  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.

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  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.

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  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.

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  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.

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  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.