How Tuesday Morning Cut CX Operational Costs by Over 50% With Gorgias

Challenge: As a well-established brand expanding its ecommerce presence, Tuesday Morning needed a platform that links. Its legacy platform required manual updating and high maintenance costs, which led to slow, inefficient service.  

Solution: Implementing Gorgias with BrandRukus’s support let Tuesday Morning automate more of its interactions, respond to customers more quickly, reduce CX costs by over 50%, and proactively drive sales through personalized interactions.

About Tuesday Morning 

Established in 1974, Tuesday Morning is a discount home goods store that collaborates with manufacturers to sell excess merchandise to end consumers. Over the years, the brand evolved from running limited-time warehouse sales to a full-time retail operation. 

By 2018, Tuesday Morning operated over 700 retail locations across the United States and achieved sales exceeding $1 billion. Today, the home decor and furniture depot operates predominantly online through an online store and mobile app that lets consumers shop for their favorite home products from the comfort of their home. 

The challenge: Translating the in-store experience online in a scalable way

As Tuesday Morning scaled its online presence, its former customer experience platform lacked automation features and required significant financial investment and manual effort for simple upgrade projects. 

“Performing an upgrade project on the previous platform would require at least 80 hours of work, equating to $10,800 per project. Not to mention, there was a higher risk of things going wrong on that platform.”

—Bradley Coyne, Chief Technology Officer at BrandRukus 

Before implementing Gorgias, Tuesday Morning was facing challenges such as:

• Inability to see the customer’s shopping history or previous interactions within the ticket
• Long lead times 
• Disorganized tickets with no ability to tag or sort them
• Lack of  integration between the customer service platform and the refunds platform, leading to a fragmented, manual refund management process 

These challenges affected Tuesday Morning’s customers, team, and business:

• Customers were frustrated by inefficient support, causing low NPS and CSAT scores
• Agents were forced to manually answer repetitive tickets with no automation capabilities for order status tracking or cancelling orders  
• The business lost sales due to long wait times and cart abandonment 

The solution: Implementing Gorgias as a scalable solution purpose-built for ecommerce

Tuesday Morning’s shift to being an ecommerce-first brand meant bringing its beloved in-store personalization online. And Gorgias enabled them to do just that. 

Increasing efficiency with AI Agent and automation features

Since Tuesday Morning carries products from several manufacturers, customer interactions can quickly become complex. For instance, if a customer has a damaged product, Tuesday Morning has to contact the supplier, facilitate a replacement order, and quickly relay that information to the customer. 

These complex, individualized cases often need a human touch to guide the customer through the process empathetically. That’s why automating the simple things was essential. 

After migrating to Gorgias, Tuesday Morning automated common customer questions with AI Agent like:

• Where is my order?
• What is my gift card balance?
• What are your store locations?
• Can I modify my order details?
• Can I cancel this order?
• Can I refund or exchange this order?

For example, AI Agent was able to assist this customer who was missing an item in their order by instantly sending a tracking link: 

Tuesday Morning offers self-service options for customers looking to solve problems on their own without having to wait for a live agent. Customers can go through an automated chat to find information about shipping and return policies and expected delivery timelines.

Customer sentiment and satisfaction have improved since implementing Gorgias’s AI Agent and automation features. Tuesday Morning decreased wait times by over 75%, meaning customers get answers faster, and are less likely to abandon their purchase. 

How BrandRukus made the platform migration effortless 

Replatforming is no small feat, especially when you risk disrupting any part of your customer experience. But with BrandRukus’s support, a digital marketing agency specializing in ecommerce, Tuesday Morning was able to migrate to Gorgias effortlessly. 

“Implementing Gorgias for Tuesday Morning was very smooth. We migrated all their tickets, users, and Macros in a single swoop. The entire setup was complete in less than 48 hours.”

—Bradley Coyne, Chief Technology Officer at BrandRukus 

BrandRukus worked with Tuesday Morning at each stage, handling onboarding, setting up automations, optimizing workflows, and training the internal team. 

“Working with BrandRukus was a truly collaborative experience. Their team brought a unique blend of professionalism, creativity, and technical expertise to the table. They felt more like an extension of our internal team than an outside agency.”

—Lauren Benavente, Tuesday Morning

The results: Transforming CX from a cost centre to a revenue generator 

Since switching to Gorgias, Tuesday Morning has saved time and money, all while driving revenue. Gorgias has given the CX team more structure and time to take on higher-value initiatives, like proactive upselling and merchandising tasks.

With Gorgias, Tuesday Morning achieved: 

• 81% decrease in first response times thanks to AI Agent and self-service options
• 34% increase in average review rating as customers were more satisfied with their purchases, thanks to personalized pre-sales service 
• 30% increase in average CSAT score due to better, more efficient interactions 

On top of a faster and better customer experience, Tuesday Morning reduced the total cost of ownership of its CX function. Switching to Gorgias unlocked:

• $10.8K saved per platform upgrade project compared to Zendesk
• 80 hours saved per platform upgrade project compared to Zendesk
• 50% savings in personnel costs, thanks to reduced headcount from automation 

Gorgias’s seamless background updates eliminate the need for hands-on maintenance. As a result, the team can focus more on driving sales and ensuring customers receive their orders quickly and securely.

“Gorgias has given us huge amounts of cost savings on the customer support side. Previously, we had three dedicated agents responsible for ticket management, and we’re now able to operate with one full-time and one part-time agent.”

—Bradley Coyne, Chief Technology Officer at BrandRukus 

Future plans: Leveraging AI Agent to automate support and drive sales 

As Tuesday Morning grows its online presence, they are excited to further explore Gorgias’s AI Agent. After seeing early success automating their customer FAQs, Tuesday Morning is eager to explore AI Agent’s sales skills. 

Especially with a vast, constantly changing product catalog, AI Agent has the potential to help customers with product discovery, drive conversions through personalized recommendations, and offer smart discounts for hesitant customers. 

‍

Explore how Gorgias’s AI Agent can automate more of your support and drive sales.