JOONE uses Gorgias Macros and Rules to provide proactive support and decrease FRT by 52%

Challenge: The JOONE team was constantly fielding low-value customer questions and requests, which decreased the time they had to send proactive updates and help the customers with more complex issues. They previously used Zendesk, but were not able to program automation with as much detail as they wanted, which limited their efficiency.

Solution: In October 2019, they moved from Zendesk to Gorgias. With Gorgias Macros and Rules, the team leverages automation to answer low-stakes tickets so they can prioritize proactive communication and focus on providing a wonderful customer experience.