A seven-figure supplement brand and innovator in the men's health industry was experiencing rapid growth. Its existing automation left a support gap. We cleared 109 inherited escalations in four hours and put ongoing coverage in place. Rockridge generated them a 257% ROI in retained order value, net of fees and COGS, within the first two weeks.
Roughly one in five new inquiries needed human attention beyond the brand’s existing Gorgias automation.
109 inherited escalations needed handling, including delivery problems, damaged products, refunds, and subscription requests.
Support needed coverage from the initial inquiry through the next action and follow-through, including the cases automation couldn’t finish.
Before Rockridge
Escalated tickets awaiting attention
After Rockridge
0Customers waiting for our reply
Rockridge worked through the backlog, reviewing each case, applying the brand’s policies, and responding in its voice. We handled the immediate customer needs and put ongoing coverage in place for new escalations.
Reviewed the conversation, order details, and subscription context.
Kept replies in the brand’s tone while applying its policies to refunds, replacements, and subscription requests.
Handled authorized work and tracked anything still waiting on a customer or warehouse.
Rockridge turned refund requests into opportunities to rebuild customer trust. By understanding the concern behind each request and finding the right resolution, we recovered sales, retained order value, and gave customers a reason to continue their relationship with the brand.
Within the first two weeks of the engagement, Rockridge recovered 34% of customers who requested a refund on their order.
Clearing old tickets was the first step. Rockridge then kept up with every new ticket entering its escalation queue, making ongoing human handling part of the support operation.
The brand’s policies, tone, and customer context carried through each case. Automation’s handoff became the start of a managed response, with Rockridge responsible for the next action and follow-through.
“What stood out was the ownership. They learned our business, understood the context behind customer requests, and followed through on the work. We didn’t have to choose between fast responses and support that sounded like us.”
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