About Jonas Paul Eyewear 

Jonas Paul Eyewear is a direct-to-consumer brand specializing in kids' eyewear, with a mission to design glasses that look good, feel good, and do good. Their goal is to ensure that every child feels confident in their eyewear, not only as a functional tool but as a stylish accessory. 

“I’ve been in this role for four years and this was probably our best back to school season yet. In past years, you knew you were going to come in and be bogged down – but this year was way more seamless and much less stressful and that’s thanks to AI Agent.”

—Danae Kaminski, Customer Care Team Lead, Jonas Paul Eyewear

The challenge: Providing critical information to parents – while increasing agent efficiency 

When a parent is looking to purchase eyeglasses for their child, there are specific questions that they need to ask. Questions like “How do I measure PD (pupillary distance)?” “How do I read my daughter’s prescription?” and “Can I return these if my son doesn’t like them?” flood the team’s inbox, particularly during back-to-school season. 

Jonas Paul knows answering these questions is essential to their brand’s customer journey — without this information, parents don’t feel comfortable purchasing. But they also know that responding to each one, one-at-a-time, is inefficient for agents and causes delays for customers.

Enter AI Agent. Jonas Paul’s secret weapon to scaling these answers as soon as they're asked, unblocking the sale and giving agents the time to focus on customers who may require a more in-depth conversation.  

“Being able to automate responses for things like prescription details and return policies has allowed us to focus more on the nuanced questions that require more time and care. It’s been a game changer for our team.” 

—Lynsay Schrader, Lab and Customer Service Senior Manager, Jonas Paul Eyewear 

The solution: Making a complicated purchase less stressful for parents 

With help from the Gorgias team, Jonas Paul had a smooth transition to ensure that AI Agent was up and running quickly and serving their customers. 

A seamless, hands-on AI implementation

When Jonas Paul’s team signed up for Gorgias Automate, they participated in the 30-in-30 onboarding program to automate 30% of their customer support volume within 30 days. 

“Working with the Gorgias team was fantastic. Richard, our Implementation Manager, and Shayan, our Customer Success Manager, were incredibly responsive and knowledgeable. We had set meetings and checklists to guide us through the experience. It made the transition quite seamless for us.” 

—Lynsay Schrader, Lab and Customer Service Senior Manager, Jonas Paul Eyewear 

The team was able to hit a 30% automation rate within the first month — and that’s just the beginning.

Customizing AI Agent to meet brand (and medical) guidelines 

While AI Agent may not be an optometrist, it has been able to help parents navigate the complex process of looking for the right pair of eyeglasses for their kids. 

Initially, the team was concerned about the potential rigidity of using AI to respond to their customers. They wanted to make sure that AI Agent could match their brand voice and feel like a helpful extension of the team.

“We were hesitant at first, but AI Agent has really picked up on our brand’s voice. We’ve had feedback from customers who didn’t even realize they were talking to an AI.” 

—Lynsay Schrader, Lab and Customer Service Senior Manager, Jonas Paul Eyewear 

In the same way that you would train a new employee, AI Agent onboards onto your team by studying your Help Center. And by using Guidance, you can control its behavior based on if and how you want it to respond. For example, AI Agent can be programmed to avoid giving medical (or legal) advice and will hand over any topics that identify to a live agent immediately. 

Jonas Paul was very happy to see how quickly AI Agent learned and adapted to the brand’s tone, while offering thoughtful responses that resonated with their customer base. 

Plus, the ability to tweak responses in real-time to better suit specific scenarios, such as messaging for home try-on kit requests, made them feel reassured that customers would get accurate responses to their critical questions.  

Here’s an example of AI Agent helping a parent feel confident about ordering the right size — in Jonas Paul’s signature friendly tone of voice:

“The quality of the AI Agent's responses have been excellent. It's able to handle a wide range of customer queries with accuracy and professionalism, which is very critical for maintaining the experience we want to deliver.”

—Danae Kaminski, Customer Care Team Lead, Jonas Paul Eyewear 

Likewise, common post-purchase questions — like inquiries about an order’s status — fall squarely within AI Agent’s wheelhouse, giving instant answers to customers and relieving agents:

Conversions from SMS, phone, and even AI Agent

Separate from AI Agent, Jonas Paul also offers support to their customers via SMS and Phone (using Aircall). These are important channels for the brand, especially because they convert at a higher rate — for example, over 7% of all SMS/phone interactions turn into a sale. So, Jonas Paul knew it was critical to route repetitive questions to AI Agent, so the phone lines could remain clear for those high-purchase-intent conversations.

Thanks to a tight integration with Aircall, Jonas Paul’s team is able to handle phone calls within Gorgias, seeing all the customer’s previous interactions and data from Shopify and other apps while on the phone. Plus, the team can see the revenue generated from those interactions within Gorgias — even drilling down to each recording to analyze and improve conversion further. 

Here’s a snapshot of the revenue generated from just Aircall and SMS support interactions in one month:

The team also leverages the Klaviyo and Gorgias integration to streamline customer inquiries related to their home try-on kits and orders, ensuring a seamless experience from the customer’s first marketing message to any follow-up questions or issues. 

Agents can see the customer’s Klaviyo reviews and segment lists, giving them everything they need to create more personalized and efficient responses to customers. Not only making the customer happier but the agent’s job a little bit easier. 

As an unexpected bonus, AI Agent’s instant responses to common pre-sales questions are influencing sales, too! Last month, AI Agent influenced $600 in sales from customer support. Jonas Paul pays $360/month for AI Agent, meaning it’s generating nearly 2x in sales compared to its cost!

Take a look at this example of AI Agent consulting a shopper to find the right pair of glasses:

The results: Reduced workload, improved response time, and happier customers

• Increased availability to customers: Despite a 28% increase in tickets, the team experienced a 96% reduction in first response time.
• ROI and revenue influenced: AI Agent influenced $600 in revenue, which means that it has paid for itself more than twice in just revenue generation alone. 
• Robust integrations with high converting channels: the ability to answer more questions, faster and via the channels that customers preferred helps Jonas Paul convert 7% of phone/SMS tickets.

“With faster responses and more proactive support through AI, we are seeing happier customers, which obviously translates into more retention and more brand loyalty. Overall with the improvement in first response time, we've really seen an uptick in customer satisfaction and less of an escalation in tickets.”

—Lynsay Schrader, Lab and Customer Service Senior Manager, Jonas Paul Eyewear 

Avoiding unnecessary temporary hiring for peak periods

With more than 30% of their customer support volume automated, Jonas Paul cut down the need for extra staff during peak periods.

“In past seasons, we had to bring on temporary help and work overtime. This year, with Gorgias’s AI Agent, we’ve been able to avoid that and still deliver great service.”

—Danae Kaminski, Customer Care Team Lead, Jonas Paul Eyewear 

Expanding the impact of the CX team

Jonas Paul is exploring new projects, like supporting their wholesale side and teaming up with marketing on customer acquisition strategies. With their extra capacity, the team is in a great spot to boost sales and enhance the customer experience, especially during slower seasons.

Looking forward: Leveraging AI to continue improving CX

After seeing the success of AI Agent, Jonas Paul is planning to integrate AI even more into their customer service to boost efficiency year-round. Plus, they’re exploring how AI can help support their wholesale and eye care partners, ensuring those customers get the same high-quality service as they continue to grow. 

“We have been able to customize AI Agent in such a way that it has become an incredibly well integrated tool in our customer care tool belts. There are some weeks where we're looking at 35, 38 percent automation and now that we're post back to school, there are even more improvements and things that we want to add to it. And our goal is to get it to that 40- 45%.”

—Lynsay Schrader, Lab and Customer Service Senior Manager, Jonas Paul Eyewear 

Ready to see how AI Agent can help your team improve response time and enhance customer satisfaction? Book a demo now.