Case Study: Vape Superstore Achieves 70% Faster Response Times with Gorgias

How Switching to Gorgias Decreases Vape Superstore's Response Time by 70%

Vape Superstore, a UK retailer of e-cigarettes, vape juice, and accessories, was struggling to keep up with a sharp rise in support volume as online demand surged during COVID. Using Zendesk, their small customer service team faced a complex interface and had to switch between multiple systems to answer over 200 tickets a day, driving response times higher.

By switching to Gorgias and using its helpdesk, customer sidebar, tagging, macros, and integrations with Shopify and other tools, Vape Superstore could categorize tickets, access order details faster, and automate common replies. Gorgias helped reduce first response time by 70%, bringing average replies down from over 24 hours to 7 hours and fully resolving tickets within 15 hours, while improving customer satisfaction.

Vape Superstore

Dan Judd

Head of Digital