Case Study: Bagallery increases NPS and customer satisfaction with Gorgias

How Bagallery Improves Their Customer Satisfaction and Increases Their NPS from 19 to 41

Bagallery, a retail ecommerce brand in fashion, beauty, and lifestyle, struggled with fragmented customer support across WhatsApp, Outlook, Instagram, Facebook, and Twitter. With 22 agents handling about 1,800 daily tickets manually, the team lacked a single source of truth, coordination, and KPI visibility. They turned to Gorgias for helpdesk/ticketing support.

By centralizing support in Gorgias, Bagallery synchronized live chat and email, used automations and rules to prioritize and respond faster, and segmented tickets with tags for better tracking. The results were strong: first response time dropped from 24 hours to under 4 hours, full resolution time fell to under 18 hours, one-touch tickets increased by 38%, delivery got 3x faster, and NPS improved from 19 to 41.

Bagallery

Farhan Syed

Bagallery