# How Timbuk2 uses Gorgias

**96%**: “96% faster responses and 35% more revenue”

As published on [gorgias.com](https://www.gorgias.com/customers/timbuk2), September 2022. Captured by usedby on 2026-10-08.

- Company: [Timbuk2](https://www.usedby.ai/companies/timbuk2.md)
- Tool: [Gorgias](https://www.usedby.ai/tools/gorgias.md)
- Teams: Customer Support, Customer Experience

## What the story says

Timbuk2's customer experience team uses Gorgias as a centralized helpdesk that unifies email, phone, SMS and social conversations. They also use it for automated rules and macro templates to answer common questions, and for live chat campaigns on product pages.

Summary written by usedby from the source page, in English. The figures are those of Gorgias and Timbuk2, not ours.

> Gorgias' centralized, automation-powered platform reduced Timbuk2's average response time from two business days when they were still using Zendesk to just to two hours.

- **35%**: “Thanks to efficient customer service and proactive chat campaigns to increase conversions, Timbuk2 increased revenue by 35%”
- **10%**: “Since introducing Gorgias, Timbuk2's CSAT score rose by 10%, from 80 to 90.”
- **50%**: “Even during their peak season, they could keep up with 50% higher ticket volume without letting response times slip.”

> For many brands, there is a fear of losing current staff when using automation. But with automation, we can actually do more with less. Using automation definitely relieves our pressure from being a small team and going into overtime over the holidays or at any given time we have a sale.
>
> Joseph Piazza, Senior Customer Experience Manager

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 96% is printed word for word on the page, near the name of Timbuk2.
- Checked: the passage quoted above is copied word for word from the page, near the name of Timbuk2.
- Checked: each number in our summary is printed on the page.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: Timbuk2 uses Gorgias. Confirmed line. Latest check across sources: 2026-10-08.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/timbuk2-gorgias · How we check: https://www.usedby.ai/methodology