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How Pepper uses Gorgias

19.2x

“19.2x ROI on AI-driven sales interactions”

As published on gorgias.com, March 2025. Captured by usedby on Oct 8, 2026.

What happened

Pepper uses Gorgias AI Agent, named Penelope, on live chat and email to automate repetitive support requests such as order tracking, returns and exchanges. It also uses Shopping Assistant and Chat Campaigns for product recommendations and proactive shopper engagement, freeing agents for virtual fit sessions.

Summary written by usedby from the source page, in English. The figures are those of Gorgias and Pepper, not ours.

  • 18%“18% uplift in average order value”
  • 54%“Penelope has helped Pepper reach a 54% average automation rate that climbs as high as 60% during peak times like BFCM.”
  • 99.5%“99.5% decrease in FRT, from over a day to minutes”
  • 92.1%“92.1% decrease in resolution time, from days to hours”

Penelope has helped Pepper reach a 54% average automation rate that climbs as high as 60% during peak times like BFCM.

From the page. gorgias.com, captured Oct 8, 2026

Automating the different types of requests our customers had, from monotonous things like ‘How do I return or exchange an item?’ to true, in-depth product questions, was something we needed. That was a need that Gorgias very abundantly filled.

Gabrielle McWhirter, CX Operations Lead at Pepper, Pepper. Source, captured Oct 8, 2026

What the story claims, and what we checked

We compared the story with its live page on Oct 8, 2026.

  • The figure: 19.2xCheckedPrinted word for word on the page, near the name of Pepper.
  • The passage quoted aboveCheckedCopied word for word from the page, near the name of Pepper.
  • The publication dateCheckedRead from the page’s own metadata, never guessed.
  • Pepper uses GorgiasCheckedConfirmed line. Latest check across sources: Oct 8, 2026.
  • The result itselfNot checkedWe quote it; we did not measure it.

Same company, same tool or same industry.

600%“600% increase in bundle sales with Rebuy and Gorgias AI Guidance (from 2% to 14% of all orders)”Cabau Lifestyle uses Gorgias. Another customer of Gorgias35 seconds“99.96% decrease in email first response time, from 24 hours to 35 seconds”Orthofeet uses Gorgias. Another customer of Gorgias11.3%uplift in average order value from ShoppingCaitlyn Minimalist uses Gorgias. Another customer of Gorgias