Streetwear
Nude Project × Gorgias case study
Black Friday hit Nude Project with 2,000 backlog tickets a day. We rebuilt the inbox in six steps. The next peak season was their best on record.
The problem
The problem
End of 2023. Nude Project came in with 2,000 backlog tickets a day during Black Friday and Christmas. Reply time was stretching past 48 hours. CSAT was sliding. The team was burning out and the inbox was leaking revenue — pre-purchase questions sat for two days, customers walked, refunds got messy. Every macro was manual, every ticket was a snowflake.
Our solution
The 6-step rebuild
Rules automation
Built rules to triage, classify and route every ticket on arrival. Repetitive admin work moved off agents within the first sprint.
AI tagging
Auto-tagging on every ticket. Tags fed both reporting and the AI Agent context. Suddenly the volume problem became a categorized problem.
Routing
Returns, shipping, sizing — each category lands in the right specialist queue from second one.
Mandatory fields
Forms now enforce structured data on the way in. No more 'order number?' back-and-forths eating four touches per ticket.
Weekly data review
Volume by category read every Monday. The next week's automation work was scoped from real numbers, not feel.
Help Center build
A branded Help Center with AI search. Top 30 categories deflected before reaching an agent. The volume problem started shrinking on its own.
The outcome
The outcome
Inside one quarter, revenue per ticket grew, Help Center article views exploded, ticket-to-order conversion more than doubled. The CX team stopped firefighting and started compounding. The next Black Friday came in without a backlog.
Book a 30-minute call.
No deck. No demo theatre. We open your inbox, you tell us what hurts, we tell you on the call whether Gorgias and custo.tech are the right move. If we're not, we'll point you to who is.