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How Tommy John uses Gorgias

ConfirmedVendor case study · Checked Nov 7, 2026
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The use case: how Tommy John deploys Gorgias

Tommy John migrated its customer support from Zendesk to Gorgias, using it as a unified helpdesk for phone, SMS, email, and chat, with AI Agent handling repetitive inquiries such as order edits and return requests. The team also tracks support-driven revenue by channel and agent.

More reported results

Figures published in Gorgias’s case study. They are not independently measured by usedby.

34.3%

34.3% improvement in average phone wait time (from 35 to 23 seconds)

12.75%

12.75% one-touch ticket rate, meaning customers and agents never have to follow up

15%

15% conversion ratio (tickets created vs. tickets converted)

25%

The team anticipates a 25% reduction in seasonal hire costs during Q4, thanks to AI Agent.

In the customer’s words

I can’t tell you how many times there’s been confusion—both for our team and customers—because an agent couldn’t see the customer’s call history. The customer either had to wait on hold while we manually searched for the information internally or had to re-explain their situation over the phone—both a poor customer experience.
Max Wallace, Director of Customer Experience, Tommy John — Source
We knew we had to seriously explore other options when we were assigned yet another Customer Success Manager on Zendesk after having gone through several in a short span. It felt like we were starting from scratch every time, which made it difficult to truly elevate our CX alongside such a critical partner.
Max Wallace, Director of Customer Experience, Tommy John — Source
Gorgias will help us achieve our goal of making selling and CX much more integrated. We do want to reward our team for their efforts in driving sales, and we can track conversion rates per agent in Gorgias.
Max Wallace, Director of Customer Experience, Tommy John — Source
Alyssa, our implementation manager, eased all of my anxiety. She was full of knowledge, and it was a flawless implementation from start to finish.
Max Wallace, Director of Customer Experience, Tommy John — Source
The number one thing that validates that we made the right decision is that our agents truly love Gorgias.
Max Wallace, Director of Customer Experience, Tommy John — Source
Even in preview mode, AI Agent’s answers to sample questions are shockingly accurate
Max Wallace, Director of Customer Experience, Tommy John — Source
Having all of our call recordings and tickets in one place is amazing. Agents can look back in customer timelines, listen to the call, read the transcript, or check the AI summary to understand the situation.
Max Wallace, Director of Customer Experience, Tommy John — Source
Most upselling and cross-selling happens over the phone. Being able to tie revenue back to the channel, or even the specific phone call, has been so powerful.
Max Wallace, Director of Customer Experience, Tommy John — Source
On top of AI Agent, I’m most excited about Shopping Assistant. It will completely level up things by helping us reach a wider audience with smart responses and AI-powered recommendations.
Max Wallace, Director of Customer Experience, Tommy John — Source

Gorgias users in Fashion & Apparel

Companies in the same sector, with public evidence.

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More stories

Go straight to the source

Based on Gorgias’s published case study. We check the public evidence; the results are reported by the vendor.

gorgias.com
Source published
Jul 21, 2025
Last checked
Nov 7, 2026
gorgias.comCaptured Gorgias case study about Tommy JohnOpen source capture
What the story claims, and what we checked

What we compared with the page.

  • The figure: $106K+Checked

    Printed word for word on the page, near the name of Tommy John.

  • The passage quoted aboveChecked

    Copied word for word from the page, near the name of Tommy John.

  • The publication dateChecked

    Read from the page’s own metadata, never guessed.

  • Tommy John uses GorgiasChecked

    Confirmed line.

  • The result itselfNot checked

    We quote it; we did not measure it.

Within the past two months, 20% of phone calls converted to a sale, contributing to $106K+ in sales from support.
From the page. gorgias.com