Case Study: Angelus Direct achieves 4.7/5 CSAT with Gorgias

How Angelus Direct achieved 4.7/5 CSAT by streamlining customer conversations with Gorgias

Angelus Direct, a long-running brand selling leather and shoe paints, dyes, cleaners, and related products, needed a better way to manage about 8,000 customer support tickets per month. Using Zendesk and juggling multiple platforms for email, chat, and social messages made it hard to keep up with simple questions, slowed responses, and caused missed sales opportunities. Angelus Direct turned to Gorgias for helpdesk and support automation.

With Gorgias, Angelus Direct centralized customer conversations in one place, used Shopify-integrated customer data, and deployed Macros, tags, Rules, and Quick Response Flows to speed up replies and prioritize urgent issues. The results were strong: 18% of tickets were resolved in one touch, resolution time dropped by 41%, and customer satisfaction rose to 4.7/5. Gorgias helped Angelus Direct deliver faster, more personalized support while freeing the team to focus on higher-value conversations.

Angelus Direct

Tyler Angelos

Chief Executive Officer