How Cornbread Hemp Reached a 13.6% Phone Conversion Rate With Gorgias Voice

Challenge: As Cornbread Hemp’s support team hit 1,000 weekly calls, Google Voice fell short, lacking call tracking, integrations, and automatic documentation. This made it hard to provide personalized support to shoppers seeking CBD product guidance and education.

Solution: Switching to Gorgias Voice enabled Cornbread Hemp’s team to personalize interactions with tailored product recommendations based on purchase history. It centralized customer data from Shopify and Aftership across email, chat, and phone calls. AI-powered transcripts and summaries helped agents focus on interactions, boosting conversions, upsells, and cross-sells.

About Cornbread Hemp

Cornbread Hemp is a pioneer in THC-infused wellness, crafting products that support both daily wellness and moments of delight. They expertly combine Kentucky’s 250-year hemp heritage, a vertically integrated supply chain, and the highest industry standards of quality, transparency, and efficacy.

With 1,000+ phone calls every week from new and returning customers, phone support is crucial to Cornbread’s customer experience. 

The challenge: Building customer trust over the phone in a regulated industry

Cornbread needed a phone provider that allows CBD-related calls since some platforms impose restrictions and don’t allow CBD merchants to make calls due to strict compliance regulations. Since their customer base prefers phone calls over other channels, phone support is a critical touchpoint for Cornbread. 

Customer education is one of Cornbread’s priorities since many first-time CBD buyers call for guidance on legality, dosage, and product selection. This means agents need a scalable phone system that allows them to provide clear, regulatory-compliant answers promptly. 

Cornbread previously used Google Voice, which had its limitations: 

• No call tracking or reporting. Without historical data, the team lacked insight into why customers were calling and their previous orders or subscriptions.  
• Disconnected communication channels. Calls weren’t linked to emails or chat tickets, making tracking customer interactions difficult and hindering personalization. 
• Manual documentation. Agents had to take notes separately outside the tool, which meant scattered and incomplete records and context across multiple interactions.  

“Switching from Google Voice to Gorgias Voice was a game-changer. Before, we had no way to track why customers were calling, how long it took to help them, or how many times they reached out. Now, we can analyze call data, identify trends, and actually improve our service instead of working in the dark.”

—Katherine Goodman, Director of Retention Marketing & Customer Experience at Cornbread  

The solution: Introducing Gorgias Voice to support new and returning customers

After considering different phone providers, such as CloudTalk and Aircall, Cornbread went with Gorgias Voice because it outperformed competitors in key areas. 

For starters, Gorgias Voice allows CBD brands to make phone calls. Cornbread’s first-time customers often call in for guidance and pre-sales customer education, making the phone a key conversion and retention point. 

Though, it’s not just new customers that prefer phone support. Repeat customers also call Cornbread to modify subscriptions, get order status updates, and ask what product they should try next. 

For example, this customer called in to ask about the difference between Cornbread’s CBD and THC gummies. The agent was able to explain the difference, update the customer’s subscription, and apply a loyalty program reward to cover the cost all within the ticket. 

Gorgias Voice allows agents to instantly pull up order and subscription histories from Shopify to recommend products, upsell, and cross-sell in one platform in a natural, conversational way. 

Gorgias Voice as an all-in-one integrated phone solution

Gorgias Voice was the only solution that fully integrated with Cornbread’s existing tech stack, including Shopify, Aftership, and Skio.

“With Gorgias Voice, when a customer calls, their entire history—orders, past tickets, subscriptions—automatically pulls up. No more scrambling to find details in different systems. Our agents can resolve issues in minutes instead of going back and forth, making the experience smoother for both the team and the customer.”

—Katherine Goodman, Director of Retention Marketing & Customer Experience at Cornbread 

The native integrations with Aftership and Skio were game-changers for Cornbread. Many customers use CBD products for pain relief, making order tracking a typical contact reason since customers want their products to arrive on time. 

With Aftership details available in the ticket view, agents can provide real-time shipment updates without manual searches while on the phone. 

Subscriptions also play a key role in boosting Cornbread’s purchase frequency, average order value, and customer retention. Gorgias Voice’s integration with Skio lets agents instantly view and modify subscription information directly from the same ticket. 

This close-knit network of tools has also transformed phone support from a cost center to a revenue-generating channel. Cornbread’s agents naturally cross-sell and upsell based on customers’ purchase histories, recommending new flavors, different dosages, or new product formats like gummies, oils, or creams. 

“We tested multiple platforms—CloudTalk, Aircall—but Gorgias Voice was the only one that truly prioritized excellent customer support. With other solutions, we had to juggle multiple tools just to track conversations. Now, everything—calls, chats, emails—syncs seamlessly in one place, saving our team time and giving us full visibility on customer interactions.”

—Katherine Goodman, Director of Retention Marketing & Customer Experience at Cornbread 

Onboarding made easy with Gorgias Voice

The migration to Gorgias Voice from Google Voice was quick and hassle-free. As Katherine describes it, “Gorgias Voice is just easy. No extra steps, no extra software—just everything we need in one place.”

The team uses the platform’s round-robin ringing feature to ensure fair call distribution and faster response times. This meant agents were automatically assigned tickets instead of manually tracking the queue. 

Cornbread also uses Gorgias Voice’s AI-powered call transcripts and summaries to eliminate manual note-taking during calls. 

These tools let agents focus entirely on each interaction and work more collaboratively, allowing any agent to pick up where another left off. 

The results: Turning phone support into a revenue-generator 

Gorgias Voice has allowed Cornbread to unlock industry-leading response and resolution times, placing them in the top of all Gorgias merchants. 

Cornbread’s team has achieved an average: 

• 40-minute first response time
• 1 hour 45 minute resolution time
• 3 minute call talk time 

“Our average call lasts about 3 minutes, that’s excellent considering our products require technical explanations! With Gorgias Voice, we can resolve issues quickly without making customers wait.”

—Katherine Goodman, Director of Retention Marketing & Customer Experience at Cornbread 

On top of timely customer service, Gorgias Voice has also helped drive higher conversions. Over three months, the phone channel has earned:

• 13.57% conversion rate (a 23% increase from the previous period)  
• 2.9% higher conversion rate than all other channels combined 

Learn how Gorgias Voice can help you integrate phone support with your existing channels for personal conversations, faster response times, and higher conversions.