How SuitShop Uses Gorgias to Stitch Together The In-Store and Online Customer Experience

Challenge: SuitShop began as an exclusively online DTC brand but quickly expanded to eight retail locations, alongside its virtual store. As customers blended in-store visits with online follow-ups—often coordinating with entire bridal parties—SuitShop needed a CX platform that could unify conversations and help its team of 30+ deliver a seamless, personalized experience across channels.

Solution: SuitShop uses Gorgias to connect conversations across showrooms and online channels, giving every team member full visibility into each customer’s journey. Macros simplify personalized appointment follow-ups, while the AI Agent handles FAQs such as returns and tailoring based on location and order details, making event-ready assistance easy at every step.