Real Brands. Measurable Results. Top-Tier Performance.
The only measure of our work that matters is what it delivers for yours. Here's what that looks like in practice...
Case Study: Castore Sportswear
Castore is a premium British sportswear brand operating global mainline ecommerce stores alongside 25+ elite professional sports partner retail sites. When they engaged Optimise:CX, they were starting from zero automation — and needed a CX model capable of scaling with a rapidly expanding global operation.
60% Automation Delivered
50% AI Agent Ticket Resolution
Up to 10% GMV Influenced
All Time High Review Scores
The Challenge
Handle rapidly growing enquiry volumes across multiple channels, regions, and brand identities — without proportional growth in headcount. Deliver instant, consistent, premium support at scale. Build a CX infrastructure capable of supporting 25+ distinct brand environments from a single platform.
The Solution
Optimise:CX designed and deployed a fully AI-enabled customer service ecosystem across Castore's entire ecommerce estate, powered by Gorgias. The solution included AI Support Agents trained on brand-specific knowledge, intelligent automation across all contact channels, human-in-the-loop escalation for complex cases, and early adoption of Gorgias' next-generation conversational AI Shopping Assistant — now live across 50% of Castore's partner store portfolio.
The Results
60% of all customer interactions automated
50% of enquiries fully resolved by AI — zero human involvement
90% improvement in average resolution time
50% improvement in human first response time following AI handover
10% GMV influenced
Client Feedback
Optimise:CX have been the ideal partner to shape our business's full
utilisation of the Gorgias suite of CX solutions… taking us comfortably into the Gorgias top tier of automation… the impact on our CX teams has been unanimously positive, delivering significant resource savings… driving up CSAT and review platform scores, and demonstrating clear enhancement in customer experience. Highly recommended!
Tom Espin, Chief Operating Officer, Castore Sportswear
Our amazing brand partners...
