Case Study: Stoov achieves 10% cost savings and better CX with Gorgias

How Stoov® Unveils Customer Insights for Enhanced CX and 10% Cost Saving

Stoov is a Dutch consumer electronics brand known for its innovative heating cushions and highly seasonal sales, with winter peak demand creating pressure on its customer service team. After moving from Zendesk to Shopify, Stoov needed a helpdesk that could integrate tightly with its store and surface better customer insights, so it adopted Gorgias for helpdesk support and satisfaction surveys.

With Gorgias, Stoov used Ticket Fields and analytics to identify common customer questions, improve products and website content, and reduce unnecessary reshipments. These changes helped lower the reshipment rate from about 15% to 5%, save roughly 10% in costs, and contribute to strong CX outcomes including a 4.93 customer satisfaction score, an 80% reduction in first response time, and a 23% shorter resolution time.

Stoov

Guus Brinkman

Head of Data and Technology