How Ekster Used Automation to Cover the Workload of 4 Agents
27%
tickets automated
21,000+
monthly tickets
33%
smaller customer support team
Challenge: Ekster handles 21,000 tickets monthly, swelling by 20% during peak sale seasons. Many were repetitive questions — easy to answer but time-consuming at scale. After significantly downsizing its support team, Ekster needed more efficient ways to manage peak surges in customer tickets.
Solution: Ekster implemented Gorgias Automate to strategically automate key support tasks. By following Gorgias’s automation playbook, Ekster achieved a 27% automation rate for customer tickets, boosting efficiency to manage the same workload with a 33% smaller team.