Case Study: buah cuts response times from 3 days to 40 seconds with Gorgias

buah cuts first response time from 3 days to 40 seconds with Gorgias

buah, a family-run German brand selling premium freeze-dried fruits, faced significant customer support challenges. Using Gmail as their helpdesk, their team struggled with a lack of automation, macros, and analytics, leading to inefficient ticket handling. This resulted in extremely long customer response times of three to five days. They turned to Gorgias to find a solution specifically built for customer experience.

By implementing Gorgias, buah centralized its support operations and utilized features like macros, ticket views, and key integrations. The most impactful addition was Gorgias’s AI Agent, which was trained to handle repetitive inquiries instantly. This solution led to a 24% automation rate and dramatically improved metrics: a 100%+ decrease in first response time (from days to 40 seconds) and an 84%+ decrease in resolution time. Gorgias enabled buah to provide faster, more personalized support without needing to hire additional agents.

buah