How Gorgias Reduced Support Response Time by 70%

Customer support is often the last area growing Shopify brands invest in — until it becomes a crisis. For one of our apparel clients, increasing order volumes had pushed their support inbox beyond what the team could handle. Tickets were going unanswered for 18+ hours, CSAT scores were declining, and the founder was personally responding to complaints on social media.

Why Gorgias

Gorgias is the leading helpdesk built specifically for Shopify. Unlike generic tools such as Zendesk or Freshdesk, Gorgias pulls Shopify order data, customer history, and subscription status directly into the ticket view. Agents can issue refunds, cancel orders, and update shipping details without ever leaving the helpdesk.

The Implementation

• Migrated email, Instagram DMs, and Facebook messages into a single inbox
• Built 14 macros for the most common ticket types (WISMO, returns, sizing)
• Set up auto-responses for out-of-hours with estimated response times
• Created intent-based rules to auto-tag and prioritise urgent tickets
• Integrated Gorgias with Klaviyo for post-resolution survey flows

Automation Rules That Made the Difference

The most impactful change was not speed — it was deflection. We set up self-service flows for the top five ticket types by volume. Customers asking 'where is my order?' were automatically served their tracking link from Shopify data before a human ever saw the ticket. This deflected 28% of all inbound tickets entirely.

Results After 60 Days

• Average first response time: 18 hours → 5.1 hours (72% reduction)
• CSAT score: 3.4/5 → 4.6/5
• Ticket volume handled per agent per day: up 65%
• Support-related negative reviews on Trustpilot dropped by 80%

“Gorgias paid for itself in the first month. The time we've saved has let the team focus on proactive customer success rather than just firefighting.”