How Pit Viper Achieved a 4.9 CSAT and Faster FRT With Gorgias and ShipBob
<3 hour
First response time
4.9/5
Customer Satisfaction Score
41%
Of tickets now 1-touch tickets
Challenge: Pit Viper's order data was in Shopify and its shipping data was in ShipBob, so the customer service team had to switch between tabs to answer order status queries. They were spending too much time manually looking up and copy-pasting shipping information, which was inefficient and time consuming.
Solution: Pit Viper implemented a Gorgias + ShipBob integration to show agents customers’ order and shipping information in one place. They also leverage automated self-service to answer “where is my order?” (WISMO) questions, improving customer satisfaction and freeing up time for higher-value customer conversations.