How Bagallery Improves Their Customer Satisfaction and Increases Their NPS from 19 to 41

Challenges: The Bagallery team didn't have a single source of all communication. They were using separate channels: WhatsApp, Outlook, Instagram, Facebook, and Twitter to manage customer inquiries, handled by the customer service team of 22 agents. They run on average daily tickets of 1,800 from all channels combined manually.

Solution: Using Gorgias as their core ticketing platform to centralize everything in one place has enabled them to manage customers' inquiries better. When their customers reach out through live chat and email, both contacts are synchronized.