How Nude Project Resolves 74% of Tickets in One Touch with Gorgias’s AI Agent 

Challenge: As the brand grew, Nude Project’s CX team was overwhelmed by the increasing volume of customer tickets. Its former CX platform, Zendesk, lacked automation capabilities, leaving the five-person CX team with an average daily backlog of 2,000 unanswered tickets. This delayed response times and threatened the brand’s reputation as a leader in the streetwear industry. 

Solution: Gorgias & CX  agency, custo.tech, guided Nude Project through a migration from Zendesk to Gorgias to unlock better automation capabilities. With AI Agent handling repetitive questions, Nude Project’s CX team can focus on more strategic customer initiatives like launching their Key Member loyalty program that rewards its best customers. 

About Nude Project 

Nude Project is a Spanish streetwear clothing brand known for its bold designs. The viral brand has become a standout in the fashion industry, attracting a thriving brand community of over 2M social media followers across Instagram and TikTok. 

In 2023, Nude Project achieved remarkable success, exceeding €26 million in revenue—a 130% increase year over year. This growth was primarily driven by its online social presence, with 62% of the year’s business volume coming from online sales.

The Challenge: Facing a daily backlog of 2,000 tickets 

With exponential growth came increased ticket volumes, reaching an average backlog of 2,000 unanswered tickets at the end of each day.  

Raquel J. Méndez, CX Manager at Nude Project, needed a way to make it easier for her five-person CX team to maintain exceptional service standards to solidify their position as a leader in the streetwear market. 

During Black Friday, the team received a record-high number of tickets with more than double their average volume. Nude Project felt its existing CX platform, Zendesk, lacked automation capabilities, which led to the growing ticket backlog. 

“Connecting with customers through a screen is not always easy. With the high volume of messages, we need a tool that simplifies operational tasks while enabling effective communication and organization.”

—Raquel J. Méndez, CX Manager at Nude Project 

As a brand focused on real, human connection, Nude Project wanted to automate repetitive tickets while maintaining its unique tone of voice. “We prioritize every message we receive and aim to convey our human side through the screen. This is the goal whether someone resonates with our values, wants to collaborate, shares their feelings, or needs support to resolve an issue,” Raquel explains. 

“Every year brings new challenges, and for Nude Project, it’s important to provide the best care to everyone who reaches out to us and connects with the brand. We don’t just focus on potential customers or providing information about our products or services; we cultivate a community we want to care for.”

—Raquel J. Méndez, CX Manager at Nude Project 

The Solution: Switching from Zendesk to Gorgias with custo.tech’s support

Nude Project migrated from Zendesk to Gorgias, following the recommendation of custo.tech, Gorgias’s EMEA Agency Partner of the Year in 2024. 

Raquel was initially hesitant to migrate platforms. “My biggest concern was transferring messages from Zendesk to Gorgias. I didn’t want to lose any data to ensure we could continue providing the best service without leaving any messages unanswered,” she explains. “Thanks to the services provided by custo.tech, this wasn’t an issue; the integration was very smooth.”

After making the switch, Nude Project immediately took advantage of Gorgias’s integrations, macros, and flexibility to customize agent’s views, rules, and automation capabilities. “With Gorgias’s complex Macros, which integrate seamlessly with our Shopify data, we can provide customers with order tracking information quickly and efficiently,” explains Raquel.

"I value how Gorgias integrates with our systems and various channels, allowing us to organize tickets, add multiple agents, and set up rules entirely independently."

—Raquel J. Méndez, CX Manager at Nude Project 

Unlocking efficiency, faster response times, and revenue opportunities with AI Agent 

Implementing Gorgias allowed Nude Project to take advantage of advanced automation capabilities, such as AI Agent. 

Nude Project had three main objectives when they implemented AI Agent:

1. Automate repetitive tasks 
2. Improve response times 
3. Leverage reporting to improve processes 

Nude Project trained AI Agent to follow specific brand guidelines, allowing it to deliver fully personalized, automatic responses, reply in the customer’s native language, and provide faster response times. 

AI Agent instantly reassures customers that their return is being processed: 

If a customer sends a message in Spanish or Catalan, AI Agent can fully respond in their native language: 

AI Agent even performs actions like providing shipping updates: 

“AI Agent plays a crucial role for us, so it’s essential to train our AI Agent as thoroughly as possible,” explains Raquel. “Together with custo.tech, we ensure no detail is overlooked, refining how we want the responses to be crafted.” 

This newfound efficiency and time savings allow the Customer Experience team to focus on more creative tasks that require additional time and attention, like launching a customer loyalty program. Equipped with analytics on AI Agent’s performance, the Nude Project has identified and elevated the CX department as a driver of conversions and sales retention. 

The Results: Higher automation, faster response times, and operational cost savings 

Within one month of implementing AI Agent, Nude Project saw: 

• 4,228 tickets handled by AI Agent (40% of their total)
• 38 second AI Agent first response time
• 42 second AI Agent resolution time  
• 73.73% of emails resolved in one-touch, or a single reply 

Nude Project handles approximately 15,000 tickets monthly. In November 2024, during Black Friday, they managed over 25,000 tickets, a 20% increase from November 2023. Thanks to Gorgias’s AI and automation tools, Nude Project answered more tickets, more quickly, with fewer agents depsite increased demand. 

The efficiency gains from Gorgias’s AI Agent also unlocked operational cost savings, allowing Nude Project to optimize its resource allocation. Nude Project has reinvested efforts, previously dedicated to customer support, into new creative and strategic projects. 

For 2025, the company anticipates around a 50% increase in ticket volume compared to the previous year. Addressing this challenge requires more than just expanding the Customer Experience team.

Nude Project’s next steps: Adding AI Agent to live chat

After seeing AI Agent’s success on email, Nude Project is eager to introduce it to live chat to automate even more customer interactions. Thanks to AI Agent, the team has avoided additional hires despite the influx of tickets, and they’re looking forward to expanding this impact on operational efficiency on a broader scale. 

AI’s potential for Spanish ecommerce brands 

Like Nude Project’s innovative approach with Gorgias, AI tools unlock opportunities to scale excellent customer experiences efficiently. With AI Agent’s ability to adapt to any customer need or language, there’s massive potential for the Spanish ecommerce market to offer personalized, quick support. 

Discover how AI Agent can unlock operational efficiency, faster response times, and capacity for strategic projects for your brand.