How Osea Malibu Cut QA Time by 75% and Boosted Customer Satisfaction with Gorgias Auto QA

Challenge: Osea Malibu’s manual quality assurance (QA) process didn’t capture the full picture for the Customer Care team, with only a handful of tickets being reviewed weekly. The process demanded hours of monotonous manual effort each month, delayed feedback to help agents improve, and proved impossible to scale efficiently as ticket volumes increased.  

Solution: Gorgias’s AI-powered quality assurance, Auto QA, unlocked significant time-savings and process improvements for Osea Malibu. Auto QA identifies trends like inconsistent tone of voice or incorrect macro usage by providing daily feedback on 100% of tickets. This allows Osea Malibu to rectify any mistakes immediately, creating a better experience for both agents and customers. 

About Osea Malibu 

Osea Malibu is a seaweed-infused skincare brand with a wide range of face and body care products. Founded in 1996, the family-owned business has evolved to meet customer needs, but one thing has remained constant—an unwavering commitment to clean, simple ingredients derived from nature. 

Osea Malibu operates with a lean customer support team that handles hundreds of incoming daily customer tickets across email and social media. The Customer Care team consists of five agents managed by Sare Sahagun, Customer Care Manager who oversees all quality and process improvements. 

The Challenge: A manual QA process that slowed down feedback loops, leading to delayed customer resolutions

Osea Malibu’s former manual quality assurance (QA) process was time and labor-intensive. This created four main challenges for Osea Malibu:

1. A time-consuming, manual QA process
2. Delayed agent feedback and coaching 
3. An inconsistent brand voice and response quality
4. Difficulty scaling the QA process as ticket volume increased

Each week, Sare manually selected a random sample of tickets from each of her five agents to review.  “I spent over an hour every week randomly selecting tickets and reviewing them. It felt like a lot of effort for such a small sample size,” Sare explains.

Sare then performed weekly coaching sessions with her team based on her findings. Since these sessions addressed issues identified in tickets from days before, agents couldn’t improve their performance or responses as quickly. For example, this translated into persistent, recurring issues with language or communication styles that negatively impacted the customer experience. 

Without the ability to QA every ticket, spotting brand voice inconsistencies or macro usage errors was challenging. For example, if an agent quickly responded to a ticket about cancelling an order, it was easy for them to make an error and use the order or shipping address modification macro. Catching this mistake in real time required constant oversight, which wasn’t feasible as the team expanded.     

The Solution: Gorgias Auto QA for scalable, real-time insights that improve the customer experience

Osea Malibu implemented Gorgias Auto QA to balance quality with efficiency while freeing up Sare’s time to focus on strategic initiatives.   

Auto QA helped the team:

1. Automate manual tasks
2. Get real-time feedback
3. Customize and scale customer support
4. Improve the customer experience

Automating manual tasks to focus on high-priority initiatives

Instead of spending hours each month selecting, reviewing, and scoring tickets, Sare now relies on Auto QA to perform those tasks. QA time was reduced by 75%, allowing Sare to focus on higher-value tasks like strategic planning and team development. 

“Gorgias Auto QA saved me so much time. What used to take over an hour now only takes 15 minutes a week, and I no longer have to worry about spreadsheets.”

—Sare Sahagun, Customer Care Manager at Osea Malibu

Real-time feedback enables faster resolutions

With Osea’s former manual process, Sare reviewed tickets in-depth once per week and supplemented those with brief daily check-ins. This left room for mistakes to go unnoticed for hours or days at a time. 

Auto QA now provides daily feedback on agent performance for every ticket, including those handled by AI Agent, enabling proactive coaching in the moment. Sare can immediately check in with an agent if Auto QA flags an issue, instead of waiting for weekly reviews. 

Here is Auto QA feedback related to a subscription cancellation request:  

Customizing and scaling Auto QA with ease

Auto QA has adapted to Osea Malibu’s unique requirements with Sare’s inputs. For instance, the team uses very specific language with inquiries related to health concerns like product usage during pregnancy or allergies. Sare trained Auto QA to recognize this brand-specific language so it wouldn’t impact quality scores. 

Agents also sign off each email with a personal touch by sharing their favorite Osea Malibu product. However, Auto QA initially flagged these responses for mentioning a product that was irrelevant to the customer’s inquiry. Sare trained Auto QA to adapt to Osea’s unique tone of voice. 

Better customer outcomes 

With feedback loops powered by Auto QA, agents can apply feedback and coaching faster. This improved performance has increased agent efficiency and customer satisfaction by allowing the team to resolve issues immediately.

“Customers are noticing the difference, too. Our CSAT scores have increased because we resolve issues more consistently and quickly.”

—Sare Sahagun, Customer Care Manager at Osea Malibu 

Results: Weekly QA time down to 15 minutes from over an hour

With Auto QA, Osea Malibu unlocked:

• 75% time savings compared to the manual QA process
• 15 minutes of weekly QA time vs. over 1 hour
• 100% of tickets QA’d automatically 

“Gorgias Auto QA has become an essential tool for us. It’s not just about saving time—it’s about improving the overall quality of our customer support. I couldn’t imagine going back to the old way.”

—Sare Sahagun, Customer Care Manager at Osea Malibu 

Discover the potential productivity gains and customer experience improvements Auto QA can unlock for your brand.