From Scattered Clues to Single-Click Insights
How an Apparel Brand Uses Percepto to Unify CX Signals
Executive Summary
An athleisure company famous for its "Performance T" line was drowning in unstructured feedback spread across Gorgias, Okendo, Shopify returns, and post-purchase surveys. Color-bleed complaints and niche size requests routinely slipped through the cracks because CX could not see every data source at once. After implementing Percepto, the team consolidated tickets, reviews, returns, and survey verbatims into one searchable source - cutting discovery time from hours to seconds and enabling Product to act on customer needs before they became PR headaches.
The Challenges
Even the most dedicated CX agent can't connect the dots if the dots live in four different tools. The brand needed a way to see every customer voice in one place and transform scattered anecdotes into numbers Product and Ops would trust.
- Fragmented feedback sources - four different systems, zero cross-source search.
- Hidden trends - color-bleed reports sat in reviews while CX only saw tickets.
- Manual research burden - every product-team query meant digging through each tool.
Painful Examples
Two recent requests show how costly blind spots can be when feedback is siloed.
1. The Black "Performance T" Dye Issue
"Customers say there's dye on my sheets… dye on my skin… I can track it in tickets, but I'm not sure if it's in reviews, returns, and surveys."
Without unified data, CX could not prove the scale of the problem or link it back to a specific dye lot.
2. The 4XL Size Requests
"Product asked if customers wanted a 4XL. I manually searched Okendo, then Gorgias… It would be amazing if all those sources were in one place where I could just search."
Each "quick check" consumed half a day and still missed signals hidden in survey open-ends.
The Percepto Solution
Percepto automatically gathers every ticket, review, return, and survey in one place and uses AI to group similar complaints, total them across variants, and compare them to sales. Insights that once took hours of manual digging now appear instantly.
| Before Percepto | With Percepto |
|---|---|
| Separate exports from Gorgias, Okendo, Shopify, survey platform | Unified CX lake ingests every verbatim nightly |
| Keyword searches run tool-by-tool | Global semantic search across all sources |
| Dye issue surfaced weeks late | Anomaly alert triggers when color-bleed mentions exceed baseline |
| Manual triage for size requests | Instant insights: "4XL" demand + count + revenue at stake |
Results
Leveraging unified, real-time analytics, the brand shifted from reactive firefighting to proactive prevention.
| Metric | Before | After Percepto |
|---|---|---|
| Time to validate a product defect | 3–4 weeks | < 3 days |
| CX hours per product inquiry | ~6 h | < 15 min |
| Missed cross-channel mentions | Unknown | 0 (100 % coverage) |
| Product changes launched from CX data | 0 in last quarter | 2 in first month (dye fix & 4XL sizing test) |
That speed safeguarded revenue, preserved star ratings, and prevented thousands of faulty units from ever reaching customers.
Qualitative Wins
Percepto's single source of truth transformed how teams collaborate and make decisions:
- Product prioritizes fixes with hard evidence instead of anecdotes.
- CX spends more time on customer recovery, less on copy-paste detective work.
- Leadership trusts weekly Percepto Insights to gauge brand health and spot early warning signs.
These softer gains: trust, speed, and shared visibility, compound every quarter, turning Percepto from a cost saver into a growth engine.
Why It Matters
When feedback is siloed, silent defects erode loyalty and revenue. Percepto delivers a single source of truth, turning scattered clues into actionable insights that keep customers happy and the brand ahead of problems.