Case Study: SuperATV decreases response and resolution times with Gorgias

How SuperATV centralized communications & decreased response times by over 80%

SuperATV, a leading omnichannel aftermarket manufacturer, needed a better way to manage customer communications as it scaled across Facebook, live chat, email, SMS, and phone. Its support team was dealing with siloed information across channels, making it difficult to quickly see customer history and purchase data. Gorgias helped SuperATV centralize these interactions in one place.

Working with Corra, SuperATV implemented Gorgias as its ecommerce helpdesk for Facebook messaging, chat, SMS, phone, and five shared email inboxes, integrated with Magento to surface customer data and communication history. With Gorgias, SuperATV reduced first response times by 84% from 2 hours to 19 minutes and cut resolution times by 82% from 14 hours to 2.5 hours, while also improving team efficiency and scalability.

SuperATV

Josh South

Director of Marketing and Technology