Case Study: EMUAID achieves 5/5 support performance with Gorgias automation

Emuaid Provides Excellent Customer Experience and Maintains a Support Performance Score of 5/5 Using Gorgias Automation

EMUAID, a medical-grade natural treatment brand, needed a better way to manage customer support as the team grew. Before using Gorgias, support was spread across email, chat, Facebook, and Instagram, which made tickets hard to track, time-consuming to manage, and lacked accountability. They were using Freshdesk previously before moving to Gorgias.

Gorgias helped EMUAID centralize all support into one helpdesk, streamline workflows with features like macros, internal notes, Shopify integration, voicemail tracking, and ticket prioritization. With Gorgias automation and auto-tagging, the team improved productivity and became more proactive, reaching a first response time of 48 seconds, a resolution time of 2 minutes 5 seconds, and maintaining a 5/5 support performance score.

EMUAID

Amberly Vogelsang

National Sales Manager