Case Study: Milligram boosts one-touch tickets with Gorgias

How Milligram Manages All Tickets from a Single Platform and Increases 33% of Their One-Touch Tickets

Milligram, a premium stationery and lifestyle retailer, needed a better way to manage customer inquiries as ticket volume surged from about 600 to more than 1,000 per month. Their support was spread across multiple Gmail accounts, social channels, and reviews, making it hard to track ownership, response times, and resolutions. They used Gorgias to move toward a centralized helpdesk and support automation.

Gorgias helped Milligram manage all tickets from a single platform, with automations, macros, and integrations across Shopify Plus, Yotpo, Instagram, and Facebook. The result was a 33% increase in one-touch tickets, an 81% decrease in first response time, and a 15% decrease in resolution time. Milligram also gained better visibility into support performance and a smoother customer experience with Gorgias.

Milligram

Ginger Valentine

Digital Editor