Case Study: Nomad achieves faster first response and resolution times with Gorgias

How Nomad Uses Automation to Reduce Their Response Time and Resolution Time by over 70%

Nomad, a tech product retailer known for accessories for modern devices, faced a sudden spike in sales that overwhelmed its two-person support team. With support tickets rising to as many as 475 per day and many technical questions outside the team’s expertise, Nomad needed a faster, more scalable customer response strategy. The company turned to Gorgias, moving from HelpScout to Gorgias’ helpdesk platform to support its growing needs.

Using Gorgias’ onboarding, automations, Shopify integration, and shared inbox workflows, Nomad implemented an “Everyone on Support” approach that brought in product and marketing staff to help handle customer tickets. The result was a 78% quicker first-response time and a 70% reduction in resolution time, while making onboarding easier and support operations more efficient. Gorgias helped Nomad scale customer support without sacrificing speed or service quality.

Nomad

Kristin Pendleton

Customer Support Manager