LSKD is an Australian-owned and operated brand that prides itself in producing, high-quality, functional sportswear with a street aesthetic. Since their formation in 2007, they have been constantly evolving and challenging the status quo to be 1% better every day. 

The challenge: Being more responsive with personalized customer interactions

LSKD's unwavering commitment to building exceptional customer experiences has always been at the core of their brand. As their community expanded and inquiries increased, they looked for innovative ways to continue delivering top-tier service, ensuring that every interaction strengthened their relationships and upheld their high standards —  especially as the business scaled. 

The brand’s challenge was to integrate automation without losing their personal touch. They were looking for a solution that would allow them to reduce response times, increase automation, and free up their team to focus on more complex, personalized interactions. 

The solution: Implementing Gorgias’s AI Agent

Driven by their company value of "there’s a way to do it better, find it”, LSKD decided to join the Beta program for Gorgias’s AI Agent. Their goal was to explore new ways of enhancing customer experience by leveraging AI to handle email inquiries quickly and efficiently.

Within a month of implementation, AI Agent played a key role in helping LSKD increase their email automation rate by 20% all while maintaining the brand’s tone and personal touch. AI Agent was particularly impactful during high-volume periods, such as their mid-year sale, where it handled a spike in inquiries with ease.

“AI Agent has been incredible in helping us get back to our community quickly, especially during busy times. It’s amazing how it’s able to balance responsiveness while maintaining our brand’s voice.”

—Kailey Burton, Community Experience Head Coach, LSKD

The results: Improved response time and customer satisfaction

• 1 minute 2 seconds First Response Time vs. 1 day 2 hours 
• 1 minute  8 seconds Resolution Time vs. 1 day 19 hours
• 20% of email tickets automated by AI Agent 
• 40% of all tickets automated by Gorgias Automate 

By automating routine email inquiries, AI Agent is helping LSKD get back to customers in just under two minutes. Providing the community with the information they need, when they need it. This not only improved responsiveness but also enhanced the overall customer experience. With AI Agent’s ability to respond accurately and in a brand-aligned voice, LSKD’s community members often comment on the personalized nature of the responses, with some even mistaking AI Agent for a human agent.  

“We were initially nervous about using AI, but it has quickly proven its worth. Our community members have even mistaken the AI Agent for a real person, which speaks volumes about how well it aligns with our brand voice.”

—Zoe Cranney, Community Experience Expert, LSKD 

AI Agent has been incredibly impactful, especially during busy periods. 

"Gorgias AI Agent is going to be a game-changer for us during BFCM. With the ability to provide immediate, personalized responses, we’re confident it will not only reduce the volume of repetitive inquiries but also ensure our community feels supported during the busiest time of the year. It's all about delivering a seamless, stress-free experience for our community, and AI Agent is key to making that happen."

—Kailey Burton, Community Experience Head Coach, LSKD 

Looking forward: Leveraging AI for continued success 

As LSKD looks ahead, they are excited about the continued role of AI Agent in their customer experience strategy. With the busy holiday season approaching, they plan to leverage AI Agent to manage the increased volume of inquiries, ensuring timely and accurate responses. Additionally, they are looking forward to exploring new features like AI Agent Chat, which will continue to enhance the personalized experience for their community. 

AI Agent has not only improved LSKD’s operationally but also reinforced their commitment to providing exceptional service. By embracing AI, LSKD is well-positioned to continue setting new standards in customer experience, ensuring they remain at the forefront of their industry.

“If you're considering AI Agent, think of it as an extra team member that can significantly boost your ability to serve your community. It pulls from your help center to provide quick, accurate responses, freeing up your team to focus on more complex tasks. Especially for smaller businesses, it’s a game-changer that can help you deliver top-notch customer service without adding headcount.”

—Kailey Burton, Community Experience Head Coach, LSKD

Learn more about how Gorgias’s AI Agent can improve your automation rate, enhance customer satisfaction, and streamline your operations.