SaunaSpace: Luxury sauna e-commerce brand doesn’t break a sweat with Gorgias support or socials

SaunaSpace makes some seriously high-end, near-infrared saunas, and their customers – who are pretty savvy about health and wellness – tend to have a lot of detailed questions. To keep up with it all, their support team brought in eesel AI’s Copilot to help them find answers right inside their Gorgias helpdesk.

By pulling all their scattered info into one spot, SaunaSpace was able to speed things up quite a bit. Their agents started closing more tickets, and customers got their first reply twice as fast. Training on past tickets has allowed the AI to immediately understand their tone and learn from existing knowledge.

A bit about SaunaSpace

Based in the US, SaunaSpace designs and sells top-quality, low-EMF, and non-toxic saunas for people to use at home. Their customers know their stuff and often want the nitty-gritty details on the tech and science behind the products before they buy.

The support team was constantly fielding really specific, and often repetitive, questions. Customers wanted to know everything from product specs and stock levels to troubleshooting tips. The questions could get pretty deep, covering the science of NIR therapy, EMF levels, where the materials come from, and even detoxification routines.

The real headache was that the answers were all over the place:

• The website: Had the public-facing product pages and FAQs.
• Google Drive: Stored internal tech specs, inventory lists, and detailed troubleshooting guides.
• Gorgias Macros: Held a bunch of pre-written answers for common questions.

Having information in three different spots meant agents were always on a digital scavenger hunt just to answer a single ticket. It slowed everything down and made it tough to make sure every customer got the same, correct information.

To make things more interesting, they also have to handle some popular social pages across Instagram, Facebook, and TikTok.

Smart Gorgias assistance to fast-track responses and reduce the heat

SaunaSpace decided to tidy things up. They plugged eesel AI into their Gorgias helpdesk and connected all their knowledge sources: the website, that Google Drive full of docs, and their existing macros. The AI learned from everything – public info, internal files, and the team’s own best answers.

The AI Copilot now lives right inside Gorgias, acting as an always-on assistant for the support team. Instead of digging around for info, an agent can just ask the Copilot a question like, “What are the EMF specs for the FireLight Sauna?” or “Is the sauna stool made from sustainable wood?” and get an immediate, accurate answer drawn from all that connected knowledge.

It also helps by leaving internal notes on tickets to give other agents context, so they can get up to speed without having to switch between a bunch of different tabs.

SaunaSpace also has the option to create a second bot that’s trained purely to answer comments on their socials – like engagement replies, or answering product queries – that’s customized to reply with a tone uniquely suited to social channels rather than their regular Gorgias support.

eesel AI maintains their brand voice and enables self-service

Once they got all their information in one place and gave their team an AI assistant, things started changing right away.

With no more time wasted on manual searches, agents could handle more conversations much faster than before. Their eesel AI copilot reads the full context of the ticket, finds the best knowledge from all of their sources, and writes a context-drive, fully nuanced response that makes support a breeze. Simple tweaks can be made conversationally with the AI, and responses can be pasted to send in seconds.

Getting instant access to info meant agents could answer questions way faster. The team cut their average first response time in half.

And since everyone was pulling from the same source, the answers customers got were always accurate and on-brand.