Case Study: Ellana accelerates Facebook support and boosts social commerce with Gorgias

How Gorgias' Facebook integration brings Shopify businesses to the next revenue tier.

Ellana, a fast-growing mineral cosmetics brand in the Philippines, was struggling to manage a surge in customer support volume as social commerce took off. Most of its inquiries came through Facebook Messenger and comments, but its previous help desk, Zendesk, was not well suited to matching Facebook users with Shopify customer data or keeping social conversations organized in one thread.

Using Gorgias’ Facebook-Shopify integration, Ellana’s team could automatically match social profiles to Shopify customers, access order details instantly, and manage Messenger and comment support with macros, automation, and tagging. Gorgias also helped Ellana reduce friction for COD and proof-of-payment workflows, and the company saw its resolution time drop from 1+ day to 13 hours.

Ellana

Guita Gopalan

Chief Revenue Officer