About Pajar
PAJAR CANADA creates performance products with a legacy of adventure. Their goal is to produce footwear, outerwear, and accessories that cater to climates and terrains across all four seasons.
The challenge: Managing high ticket volumes during peak seasons
The team at Pajar knows how critical it is to be able to get back to customers quickly – but with the added layer of complexity of being a bilingual organization, they had to ensure that any tool they used to automate the process would be able to handle all of their requests correctly and with care.
Though initially skeptical that Automate could really handle 30% of all of their ticket volume, and in both English and French — a legal requirement in Quebec — they knew that they weren’t taking full advantage of everything that Gorgias had to offer.
“We were nervous to get started at first, but as soon as we had the implementation call it was a huge weight off of our shoulders — we knew it was going to be great. And we were right. The first day we turned it on, we started seeing results right away.”
—Noémie Rousseau, Customer Service Manager, Pajar
The solution: Leveraging AI and Automate to reduce agent workload
Thanks to the hands-on support of the Gorgias team, Pajar not only met the 30% goal but exceeded it, reaching a 45% automation rate.
“There are a lot of companies that offer AI, but not many that offer this kind of service. Being a customer service manager, I know how important it is, and I couldn’t be happier with the service that we’ve received. Especially Effy – she’s the best and has helped our team so much. She really made the experience with Gorgias even more amazing.”
—Noémie Rousseau, Customer Service Manager, Pajar
Pajar’s AI Agent, named "Robin," quickly became an essential part of the team, handling inquiries in both English and French. AI Agent is able to hold complete, natural conversations adjusting to the customer’s language automatically, without needing separate setups per language.
So far, AI Agent is great at handling common questions. For these kinds of FAQs, the human team would likely use a Macro. They don’t require a great degree of human touch. By using AI Agent, the team can provide customers answers much faster, and don’t have to spend time on simple, repetitive questions.
In addition to jumping in to quickly answer common questions, Robin was also able to detect a potential fraud incident for a customer.
“We had a situation where a customer was unsure of a website that looked like Pajar, so they sent over a couple of screenshots and the links, and Robin responded right away informing the customers to not click the website. We were really impressed.”
For Pajar, it was also critical that AI Agent was able to seamlessly hand over more complex issues to human agents, especially around topics like warranties. Robin is able to acknowledge to the customer that the request has been received and quickly passes it over to a human agent. This has helped to create a better experience for customers who are confident that they are being looked after and that their request has been seen.
"Gorgias's AI Agent has been a game-changer for us, allowing us to automate nearly half of our customer service inquiries. This efficiency means we don’t need to hire additional staff to manage routine tasks, which has saved us the equivalent of two full-time positions. Instead, we can invest more in enhancing the overall customer experience.”
— Noémie Rousseau, Customer Service Manager, Pajar
In addition to AI Agent, Pajar is upgrading their website with Flows for their most common FAQs, and a self-service order tracking portal. These improvements provide support to customers without forcing them to write a message at all — enhancing the experience when it matters most, when customers are actively shopping and making the decision to purchase.
The results: Strategic automation reduces FRT, RT, and support costs
By achieving a 45% automation rate, Pajar has seen mind-blowing improvements to response and resolution times:
- 99% improvement in First Response Time: From 15 days to 12 minutes
- 94% improvement in Resolution Time: From 29 days to just under 2 days
In addition to improving wait times, automation has helped Pajar unlock:
- Cost Efficiency: By automating routine tasks, Pajar saved the equivalent of two full-time positions
- More Time For High-Impact Queries: More time to focus on more complex, personalized interactions to drive retention and increase customer loyalty.
- Timely, Accurate Answers: Customers could get answers they need when they need it — including when considering a purchase. The answers also came in the language they needed.
While there may not be a specific metric for happiness, one of the biggest changes that the team at Pajar felt after implementing AI Agent was a shared sense of relief and job satisfaction. The time saved thanks to AI Agent gives the team the opportunity to focus on more interesting and satisfying interactions, and also allows them to spend more time together bonding as a team.
"Thanks to the time we've saved by automating many of our routine tasks, our team has had the chance to bond more. We even had time for a team picnic and painted a picnic table outside! It’s been great to step away and spend time as a team occasionally, knowing that our customers are still being taken care of by the AI Agent. It’s really improved team morale."
— Noémie Rousseau, Customer Service Manager, Pajar
Looking forward
Pajar is excited about the future with Gorgias's AI Agent, and is exploring how Actions can help them take automation to the next level. Actions help AI Agent go beyond FAQs and order status questions, and resolve more types of queries by processing updates like canceling an order or updating a shipping address.
Learn more about how Gorgias’s AI Agent can improve your automation rate, enhance customer satisfaction, and streamline your operations.
