How Avenue Z Helps Enterprise Brands Scale Smart With Gorgias’s Conversational AI Platform

Avenue Z is a leading marketing and communications agency driving influence across all channels for DTC brands of all types. Their work spans across paid media, AI optimization, strategic communications, digital marketing, content, and creative services.

With teams across New York, Orlando, and Miami, Avenue Z partners with brands that move fast and need technology partners who can keep up. Gorgias’ AI-first platform helps them do just that, delivering instant, personalized experiences at scale.

As the conversational AI platform for ecommerce brands, Gorgias perfectly aligns with Avenue Z’s technology-driven approach to driving influence across all channels—from ChatGPT to The Wall Street Journal to TikTok. With 30 years of search and content marketing leadership, the Avenue Z team applies strategic communications, high-impact PR, performance media, and AI optimization to help companies build reputation and grow revenue.  

"Working with Gorgias has shifted the conversation from support as a cost center to support as a revenue driver. Their AI-first approach gives our clients the scale and personalization they need to grow faster and serve smarter."

—Greg Huepler, Tech Enablement Specialist at Avenue Z

Avenue Z’s ideal client and their goal

Avenue Z works with many companies, from fast-growing beauty brands to industry-leading fashion retailers, helping them embrace new conversion channels and ecommerce technologies.

“Our clients' main goal is to find a partner to help them capture growth through data-informed, high-performing media.” 

—Greg Huepler, Tech Enablement Specialist at Avenue Z

Avenue Z's typical clients are mid-market to Fortune 1000 companies with 50+ employees, earning $25M to $10B in revenue. They work with both private and public brands, primarily headquartered in the United States.

Avenue Z’s challenge: Inefficient customer support operations among its ecommerce clients 

In Avenue Z's work with large DTC brands, they noticed many struggled with high ticket volumes and inefficient workflows that had a negative impact on customer experience. These inefficiencies didn't just frustrate customers - they directly impacted revenue, too. When agents spent too much time answering repetitive questions, they weren't able to focus on pre-sale opportunities or loyalty-building moments.

Avenue Z noticed recurring pain points like: 

• Slow response times 
• Disorganized workflows
• Missed opportunities to turn inquiries into sales 
• High operational costs from increasing headcount or outsourcing support. 

“Our clients’ issues hurt their conversion rates and customer retention. Shoppers expect fast, seamless support today, and if you can’t deliver that, they’ll spend their money elsewhere.” 

—Greg Huepler, Tech Enablement Specialist at Avenue Z

Better together: Avenue Z and Gorgias turn customer interactions into sales

Avenue Z partners with Gorgias to help clients shift customer support from a cost center to a growth driver. 

With Gorgias’ AI Agent resolving up to 60% of tickets instantly—including actions like canceling orders and updating addresses—brands unlock new levels of scale and efficiency. By freeing up 65% of agent time, Avenue Z’s clients can refocus on high-impact initiatives that grow revenue, increase LTV, and enhance customer experience.

An efficient approach to ticket management that converts

Every ecommerce brand approaching Avenue Z wants to increase their revenue and reputation—Gorgias helps them do both. 

“Customer experience plays a critical role in conversion rates, retention, and overall brand loyalty,” Greg explains. “Gorgias enables our clients to provide faster, more personalized support, directly impacting LTV and AOV.” 

By integrating Gorgias into their ecommerce strategies, Avenue Z ensures that customer inquiries—whether about shipping, product details, or returns are handled efficiently, reducing friction in the purchase process and improving conversion rates. 

“The Gorgias team has been incredibly proactive in supporting our clients, whether through onboarding, strategic recommendations, or just making sure they’re maximizing the platform. It’s not just about providing software—it’s about actively improving our clients’ operations, which makes our job easier and our campaigns more effective.”

—Greg Huepler, Tech Enablement Specialist at Avenue Z

Gorgias allows brands to track revenue from customer support, which helps Avenue Z prove the value of CX investments to their clients. 

Gorgias’s AI Agent gives brands more time for revenue-generating activities 

Introducing AI Agent and self-service automation options has enabled Avenue Z to spark discussions about higher-impact business optimization opportunities with its clients. 

Automating repetitive inquiries like order status requests, returns, and FAQs gives customer support agents more time to handle complex cases. This creates a better overall user experience, which drives higher customer satisfaction, loyalty, and retention. 

“The extra capacity gained from automation has been critical for tackling larger business discussions that drive scalability,” Greg tells us. With Gorgias, Avenue Z is helping clients see CX as an extension of their sales and strategy teams, not just support. The AI Agent handles repetitive tickets and gives brands the bandwidth to dig into higher-impact work.

“Two key areas we’ve been able to focus on more deeply, thanks to Gorgias’s automation capabilities, are shipping costs and subscriptions, both of which require significant time and attention from the brand to optimize effectively.”

—Greg Huepler, Tech Enablement Specialist at Avenue Z

Next steps: Deepening the Avenue Z and Gorgias integration

As Gorgias continues to expand its AI capabilities, Avenue Z is ready to bring the next generation of support to its clients by combining efficiency, personalization, and revenue-driving automation.

Avenue Z wants to:

• Expand Gorgias adoption across more of their client portfolio, particularly in beauty, fashion, and wellness
• Explore more AI and automation capabilities to drive efficiency and revenue without sacrificing personalization
• Continue positioning Gorgias as an essential growth tool for scaling ecommerce brands 

“Our partnership with Gorgias is a long-term play to help brands deliver seamless, profitable customer experiences. By aligning our Paid Media and AI Optimization solutions with their AI Agent, we’re unlocking smarter, cross-channel wins for our clients."

—Greg Huepler, Tech Enablement Specialist at Avenue Z

Ready to help your clients increase efficiency and profits? Become a Gorgias partner!