How Osea Malibu Cut QA Time by 75% and Boosted Customer Satisfaction with Gorgias Auto QA

About

The natural skincare brand was spending hours each month manually updating spreadsheets to QA their support tickets. With Gorgias Auto QA, they now review 100% of tickets in just 15 minutes per week while maintaining an excellent 4.7 CSAT score.

Industry

Cosmetics

Previous helpdesk

Company size

Product in use

Automate

,

Main integrations

4.74/5

CSAT during BFCM

100%

of tickets Auto QA’d

16k+

tickets reviewed to date‍

Challenge: Osea Malibu’s manual quality assurance (QA) process didn’t capture the full picture for the Customer Care team, with only a handful of tickets being reviewed weekly. The process demanded hours of monotonous manual effort each month, delayed feedback to help agents improve, and proved impossible to scale efficiently as ticket volumes increased.

Solution: Gorgias’s AI-powered quality assurance, Auto QA, unlocked significant time-savings and process improvements for Osea Malibu. Auto QA identifies trends like inconsistent tone of voice or incorrect macro usage by providing daily feedback on 100% of tickets. This allows Osea Malibu to rectify any mistakes immediately, creating a better experience for both agents and customers.

The challenge

A legacy support platform that didn’t scale, drove up operational costs, and lacked essential metrics

The solution

Scaling CX without scaling headcount thanks to Gorgias and AI-driven support

Onboarding an ecommerce-focused platform that consolidates CX