Case Study: Food Huggers boosts CSAT and reduces live chat tickets with Gorgias

How Food Huggers leverages self service to increase CSAT to 5

Food Huggers, a company focused on reducing food waste with reusable food savers, needed a better way to scale customer support. Using Help Scout made it difficult to expand the support team, improve self-service, and increase support efficiency, especially as they handled around 1,100 tickets a month across multiple channels.

Gorgias helped Food Huggers centralize support by connecting inboxes with Shopify, using tags, rules, internal notes, and self-service automation to streamline responses and ticket handling. With Gorgias, they cut live chat tickets to 11%, reached a CSAT of 4.6, and boosted team efficiency so agents could focus on more complex and revenue-generating work.

Food Huggers

Juliana Brasil

Director of Operations