How buah Cut Response Times from 3 Days to 40 Seconds with Gorgias’s AI Agent

About

A freeze-dried fruit brand reduced their first response time by over 99% and resolution time by 84% using Gorgias, automating 25% of support without expanding their team.

Industry

Food and Beverages

Previous helpdesk

Company size

Product in use

Automate

,

Main integrations

24%

automation rate

100%+

decrease in FRT, from 3 days to 40 seconds

84%+

decrease in resolution time, from 5+ days to 20hrs

Challenge: As buah’s ticket volume grew, Gmail’s lack of Macros, automation, and analytics challenged the support team. Shuffling between windows for emails, Shopify, and key ecommerce tools hindered efficiency and delayed customer response and resolution times, often taking between 3-5 days.

‍Solution: With the help of Gorgias Services Partner, Support Coach, buah implemented Gorgias for better inbox management, AI capabilities, and customer service metrics tracking.

The challenge

A legacy support platform that didn’t scale, drove up operational costs, and lacked essential metrics

The solution

Scaling CX without scaling headcount thanks to Gorgias and AI-driven support

Onboarding an ecommerce-focused platform that consolidates CX