Wildride was born in 2020 from the frustration of carrying a tired toddler on a beach, leading founders Joost Hultink and Britt Schoorl to create the toddler carrier. This idea evolved into an ergonomic, stylish, and SGS-certified toddler carrier. In just three years, Wildride has become an internationally recognized brand, solving a universal problem loved by young parents worldwide.
The challenge: Scaling customer support to keep up with viral growth
Wildride had been successfully growing its brand and engaging customers, but the sudden surge in popularity due to viral Instagram reels created an overwhelming volume of customer inquiries.
What initially started as 1,000 tickets a month quickly escalated to 1,000 tickets a week. With 70% of interactions initiated on Instagram plus an increase in email inquiries, managing support became an uphill battle for their small team of two.
Wildride needed a solution that could handle the sudden influx of tickets efficiently while maintaining the quality of customer interactions that their growing customer base expected.
“When I started at Wildride, we received 1,000 tickets a month, and now it's 1,000 tickets a week. Customers usually expect immediate responses — but it was difficult for me to answer all those questions on my own."
— Amber van den Berg, Head of Customer Experience at Wildride
The solution: Implementing AI Agent for efficient automation
To address these challenges, Wildride turned to Gorgias's AI Agent, to simplify their support process and open up more high-value opportunities, like nurturing customer relationships and upselling, for their small CX team.
The team at Wildride was quickly convinced of its potential after seeing AI Agent in action when they hopped on a call with a Gorgias team member.
“I saw posts on my LinkedIn about AI Agent, and I thought, ‘Nah, I don't want to do that. It's AI.’ Once I started reading up on it, I figured we were already with Gorgias, so why not try it out? And it surprised me in a good way.”
— Amber van den Berg, Head of Customer Experience at Wildride
Automating responses to repetitive inquiries for faster resolution
AI Agent enabled Wildride to automate responses to common questions such as product pricing, availability, and order status.
Immediately, the team saw a reduction in manual workload, allowing them to focus on more complex and high-value interactions. Within the first month, AI Agent was already answering 33% of all email inquiries.
"I saw how well AI Agent was replying to customers and really started to think about how we could optimize it to work for us even more. Within one month, AI Agent was answering 33% of emails, which is quite impressive."
— Amber van den Berg, Head of Customer Experience at Wildride
Customizing AI responses to match Wildride’s brand voice
On top of delivering accurate answers, AI Agent also adopted the friendly and engaging style that Wildride’s customers were accustomed to.
This customization ensured that even automated interactions felt personal and consistent, which was crucial for maintaining customer trust and satisfaction.
"We have Guidance like, 'Hey, where's my order?' and 'How can I return?' But I really want to make more Guidance for questions like, 'Hey, I can't adjust the strap. Can you help me?' so that those questions are off our plate, and we have time for the more complex cases."
— Amber van den Berg, Head of Customer Experience at Wildride
The results: 33% of emails automatically resolved, improved efficiency, and reduced workload
The impact of AI Agent on Wildride’s customer support operations was immediate and significant.
Within a month, AI Agent was handling 33% of all customer email inquiries, allowing the team to resolve more complex issues and handle higher-value initiatives like social media management and influencer marketing.
Even when Wildride’s ticket volume quadrupled, their two agents could manage the increased workload more effectively. Agents were less stressed out since AI Agent was doing the heavy lifting of answering the bulk of their email tickets.
AI Agent has integrated seamlessly into the Wildride team, so much so that it often gets mistaken for a human agent.
”An influencer emailed us saying, 'I really love you guys,' and AI Agent replied, 'Love you too,' with heart emojis. That was really funny. It was like an email from me and my other team members. It’s just like one of us!”
— Amber van den Berg, Head of Customer Experience at Wildride
Looking forward: Expanding AI Agent’s role in customer support
Wildride plans to launch in the United States in October. As the company grows, Amber intends to further expand AI Agent's capabilities to handle more complex inquiries, especially during peak periods like gifting season.
Amber’s advice to other ecommerce brands considering AI Agent? "Just do it. It really changed the workload for us, and our customers love the quick, personalized responses they get from AI Agent."
Want to automate your support like Wildride? Book a demo and find out how AI Agent can help.
